Question 1: The technical meaning of conflict of interest is that:
- One person manipulates another.
- A person's judgment or objectivity is compromised.
- Any decision a person makes is unethical.
- Two parties in an unethical dispute cannot agree on a compromise solution.
Question 2: A study found that when customer service workers receive emotional support from coworkers, they:
- Have the courage to be rude to customers.
- Provide better service to customers.
- Have a lower customer-service orientation.
- Lower their organizational citizenship behavior.
Question 3: In a fair workplace, the most important factor for evaluating people is:
- Whether they are liked by the right people.
- Demographic factors like sex, race, or age.
- How well the person is liked by his or her supervisor.
- Qualifications and job performance.
Question 4: Ethical screening refers to:
- Running a contemplated decision or action through an ethics test.
- Evaluating job applicants based on their charitable contributions.
- Making sure that all company employees have ethics training.
- Avoiding contact with unethical people wherever possible.
Question 5: The cycle of service chart lists a series of:
- Highs and lows in providing customer service.
- Moments of truth experienced by a customer.
- Service problems encountered by a customer.
- Times at which a product should be serviced.
Question 6: According to the analysis presented in the human relations text, which one of the following values is part of virtuousness?
- Not worrying too much about reality
- Forgiving any breach of morality, however serious
- Faking reality when it fits a person's self-interest
- Thinking independently rather than relying too heavily on others
Question 7: According to a consumer behavior specialist cited in the human relations text, good service comes down to:
- Treat customers as if they were family members or friends.
- Creating a positive and memorable customer experience.
- Beating the competition in price by at least 10 percent.
- Beating the competition in price by at least 25 percent.
Question 8: An internal customer is a (n):
- Customer who knows top management personally.
- Person within the company who uses your output.
- Person who buys a product or service in person.
- Employee who acts as a customer spokesperson.
Question 9: Restaurant manager Sue has a utilitarian predisposition, so she doesn't mind serving customers food that fell on the floor so long as:
- The food was costly.
- No customer gets sick.
- The issue is not covered in the company code of conduct.
- She can blame the problem on somebody else.
Question 10: The way to add value for customers is to:
- Reduce the price of goods.
- Provide training for using the product or service.
- Offer a discount for future purchases.
- Satisfy their needs.
Visualize yourself as an executive at Target. Develop a policy to empower customer service desk associates to resolve customer problems, including the limits to their empowerment. APA Guidelines are to be used for your in-text citations and sources.
Research the Websites of two major corporations in different industries (examples: manufacturing, retail, transportation, utilities, healthcare, communication). What conclusion do you reach about whether an environmentally conscious (or green) person would fit in these companies?