Research on the distribution of resources typically focuses on anticipated outcomes. This paper investigates the social norms people use to distribute adventitious (unanticipated) outcomes. Participants in this study read a scenario where either they, or the person they were with (an...

Polite self-presentation is expected of call center agents even through they must convey complex and unfavorable information speedily via the telephone. This study identified and evaluated the use of response strategies that are strongly associated with courtesy. Data were drawn from 587...