Question 1
1.
The technical meaning of conflict of interest is that:
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one person manipulates another. |
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a person’s judgment or objectivity is compromised. |
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any decision a person makes is unethical. |
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two parties in an unethical dispute cannot agree on a compromise solution. |
4 points
Question 2
1.
A study found that when customer service workers receive emotional support from coworkers, they:
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have the courage to be rude to customers. |
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provide better service to customers. |
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lower their organizational citizenship behavior. |
4 points
Question 3
1.
In a fair workplace, the most important factor for evaluating people is:
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whether they are liked by the right people. |
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demographic factors like sex, race, or age. |
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how well the person is liked by his or her supervisor. |
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qualifications and job performance. |
4 points
Question 4
1.
Ethical screening refers to:
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running a contemplated decision or action through an ethics test. |
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evaluating job applicants based on their charitable contributions. |
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making sure that all company employees have ethics training. |
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avoiding contact with unethical people wherever possible. |
4 points
Question 5
1.
The cycle of service chart lists a series of:
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highs and lows in providing customer service. |
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moments of truth experienced by a customer. |
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service problems encountered by a customer. |
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times at which a product should be serviced. |
4 points
Question 6
1.
According to the analysis presented in the human relations text, which one of the following values is part of virtuousness?
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not worrying too much about reality |
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forgiving any breach of morality, however serious |
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faking reality when it fits a person’s self-interest |
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thinking independently rather than relying too heavily on others |
4 points
Question 7
1.
According to a consumer behavior specialist cited in the human relations text, good service comes down to:
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treat customers as if they were family members or friends. |
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creating a positive and memorable customer experience. |
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beating the competition in price by at least 10 percent. |
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beating the competition in price by at least 25 percent. |
4 points
Question 8
1.
An internal customer is a (n):
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customer who knows top management personally. |
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person within the company who uses your output. |
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person who buys a product or service in person. |
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employee who acts as a customer spokesperson. |
4 points
Question 9
1.
Restaurant manager Sue has a utilitarian predisposition, so she doesn’t mind serving customers food that fell on the floor so long as:
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the food was costly. |
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no customer gets sick. |
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the issue is not covered in the company code of conduct. |
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she can blame the problem on somebody else. |
4 points
Question 10
1.
The way to add value for customers is to:
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reduce the price of goods. |
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provide training for using the product or service. |
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offer a discount for future purchases. |
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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? APA Guidelines are to be used for your in-text citations and sources
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