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?