Jack, a Sales Manager, Is Confronted by Jessica, a Dissatisfied

question 12

Multiple Choice

Jack, a sales manager, is confronted by Jessica, a dissatisfied customer. Jessica claims that she has received a defective piece of merchandise and wants to make a complaint. Jack tells her that she needs to fill out a complaint form, which will be reviewed by the frontline staff and recorded into the complaint-handling system. After that, the senior management would conduct an investigation on her complaint and give her a response within 20 working days. Jessica finds the entire process tedious and time-consuming and withdraws from making the complaint. In the scenario, which of the following techniques was used by Jack to address conflicts?

• A)Secrecy
• B)Nonaction
• C)Due process nonaction
• D)Character assassination

Recognize how ethnocentrism and social identity theory explain intergroup attitudes and behaviors.

Describe the effects of normative and informational influence on individuals' behavior in groups.

Evaluate the impact of goal isomorphism on goal attainment within groups.

Understand the factors that lead to intergroup conflict and strategies for its resolution.

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Definitions:

Earnings Per Share

A financial ratio that measures the amount of a company’s profit allocated to each outstanding share of common stock, indicating the company's profitability.

Common Shareholders

Individuals or entities that own common stock in a corporation, thus holding a share of the ownership and typically having voting rights.

Public Company

A company whose shares are traded freely on a stock exchange, subject to regulatory and reporting requirements.

Stock Split

A corporate action where a company divides its existing shares into multiple shares to boost the liquidity of the shares, though the overall value of the shares remains the same.