A survey of the extent of ethical problems revealed that lying:
is found mostly with executives.
is much more frequent among younger than older workers.
is much more frequent among older than younger workers.
about the need for sick days is a major problem.
Question 2
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 3
How should the practice of unauthorized copying of software be classified?
illegal and unethical
legal but unethical
immoral but not unethical
legal and illegal
Question 4
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 5
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.
Question 6
According to research studies, a leader is likely to positively influence the customer service behavior of employees when the leader:
is charismatic and good at setting visions.
imposes strict control over employee behavior.
is so grouchy and angry that he or she is a good model of behavior to avoid.
complains a lot about poor customer service.
Question 7
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 8
With respect to ethics, moral intensity refers to how:
strongly one feels about an issue.
far a person deviates from an ethical code.
deeply others might be affected by one’s actions.
well a person’s moral code is developed.
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
“Follow the Golden Rule” is an example of a (n):
ethical conflict.
legal guideline.
ethical guideline.
outmoded rule in a competitive work environment.
Question 11
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.
Your response should be at least 200 words in length. Please reference 1 credible source. APA style.
Question 12
Describe a job situation that you or someone you know may have experienced that presented an ethical dilemma. In addition, describe the process one should follow when making an ethical decision regarding this dilemma.