Blame Series Bonus: Why We Want That Dish For Free, an Uncut Interview with Bertram Malle
…tisfied customers at restaurants want to get their dish for free, or get a free glass of wine, or a free dessert, because that balances out the input-output equation. So if the customer service agent gives you something, then you feel compensated, then you’re okay, and it’s not such a cognitive puzzle, and also not such a frustration to deal with the amorphous agent of the airline as a whole. It doesn’t matter whether it’s the customer service age…
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