1. How, Specifically Is the Process of Attribution Illustrated in This Case?
Case Module 5 1. How, specifically is the process of attribution illustrated in this case? Ans. The process of attribution regarding the case referred, flags relatively regarding the behavior of the customer’s eye contact wrong implication.
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The case study stated that a in certain supermarket dozen females claimed the issue of drawing the unwanted attention for maintaining eye contact. There was no clear information as how many female employees were employed there. This may raise several questions of the internal causes and external causes of behavior.
The nature of the twelve women was unknown regarding other issues outside their work place. The case study does not apparently satisfy the “consistency” of the attribution. This implies the behavior of the female employees and the customers they face behave in the same manner in other situations for knowing the distinctiveness of their claims. If the case study had satisfied the arguments then this would have helped in better understanding of the concept of attribution. 2. What do you suppose is being done to help train people to be friendlier toward customers?
In other words, what would you imagine goes on in Safeway’s ”smile school”? Ans. There is an underlying concept of positive reinforcement that satisfies the organizations in treating people for the desired returns in the form of sales or goodwill. In the Safeway supermarket they send their employees for the friendliness school called “Smile school”. They make their employees to follow certain trivial manners that greatly affect the positivity in people like smiling face towards customers, maintaining eye contact for three seconds, calling the people by their name when they pay by check or credit card.
Respective to the case study the smile school seems enforcing its policies irrespective of the employees’ consignment. 3. Describe what you believe might be the progressive discipline steps outlined in the warning letter sent to unfriendly Safeway clerks? Ans. The concept of the progressive discipline elevates the steps form letting know the curtness of the respective unfriendly employee individually, and then increasingly enforce the degree of the punishment like officially state the undesirable behavior of the employee, then warning the employee in form of a letter with all negative evaluations.
Considering the case study the letter must state all the previous warnings to the unfriendly employee, and then warn the employee that continual curtness leads to suspension without pay and may lead to dismissal for unchanged unfriendliness. 4. What perceptual errors did the customers make? Ans. In accordance to the case study the questions gives ideas regarding the issue of the false judgment. As stated in the case the male customers anticipated the positive reinforcements from the supermarket employees as acts of flirtation.
This relates the concept of the Halo effect where the appearance of the employees and their positive behavior triggered the false judgment. The basic idea formation of the first impression is totally based on the internal causes of individual behavior. In another instance stated in that case, one shopper followed a female employee to the car in a false disposition. This may lead to the negative reinforcements form the employees and can effect the other customers. 5. What forms of operant conditioning did Safeway use? Ans.
The case study relating to the operant conditions inclines to the policies of the supermarket, one such is “superior service” policy. The concept states that the reaction provided initially, gets back. It is also called Law of effect. The principle of any customer service is providing best customer service. In the case study the Safeway supermarket also provides it employees a positive reinforcements strategies like maintaining the eye contact for three seconds, smile at customers, anticipating the customers needs. It also maintains undercover shoppers to ensure the employees are working properly.
There is a “Smiling school” that helps the employees in understanding the operant conditioning and outcome from it. This can be drawn from its spokesperson that their concentration is not on discipline but on treating customers the best way. 6. What characteristics would a Safeway clerk need in order to be successful in complying with Safeway’s policy? Ans. Abiding to the policies of the Safeway supermarket, that employees should maintain smiling face and should have at least three seconds of eye contact. There should be certain point in the causalities of the individual behavior where one can personally realize awkwardness beyond that.
Maintaining three seconds of eye contact may be offensive for some of the customers and smiling for that long may trigger false impulses in some of them. These external issues of the behaviors of the shoppers are not in the hands of the employee. As stated first in the case study, smiling and eye contact are basic manners in any customer care services. It is individual realization that smiling and maintaining eye should be at a level that does not cause any false perceptions on the shoppers. In that way an employee may successfully sustain in customer services field with out encountering a surly experiences.