1. The practice is called "sweethearting." It is when cashiers use subtle tricks to pass free goods to friends, doing things such as concealing the bar code, slipping an item behind the scanner, passing two items at a time but only charging for one. It is impossible for even the most watchful human eyes to keep it from happening. Therefore, retailers are using technology to block it. Surveillance cameras are used to record and study cashiers staffing checkout lines. What do you think? Is surveillance less invasive when it is a computer watching instead of a human? How could organizations make sure they are monitoring employees' work activities ethically?

2. "Every individual employee in an organization plays a role in controlling work activities." Do you agree with this statement, or do you think control is something that only managers are response for? Explain.

3. Why is control important to customer interactions?