Question 1 1. The technical meaning of conflict of interest is that: Answer 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. 4 points Question 2 1. A study found that when customer service workers receive emotional support from coworkers, they: Answer have the courage to be rude to customers. provide better service to customers. have a lower customer-service orientation. lower their organizational citizenship behavior. 4 points Question 3 1. In a fair workplace, the most important factor for evaluating people is: Answer 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. 4 points Question 4 1. Ethical screening refers to: Answer 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. 4 points Question 5 1. The cycle of service chart lists a series of: Answer 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. 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? Answer 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 4 points Question 7 1. According to a consumer behavior specialist cited in the human relations text, good service comes down to: Answer 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. 4 points Question 8 1. An internal customer is a (n): Answer 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. 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: Answer 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. 4 points Question 10 1. The way to add value for customers is to: Answer reduce the price of goods. p.