A Customer Service Representative for a Large Financial Institution Noticed

question 31

Multiple Choice

A customer service representative for a large financial institution noticed that several of the bank's customers had recently closed accounts and paid off loans long before the loans were due.He also noticed that most of the customers had closed their accounts shortly after a competitor had opened a new branch nearby.The fundamental source of this marketing problem might best be described as

• A)a planned change in the marketing environment.
• B)serendipity.
• C)the presence of a new competitor.
• D)an unplanned change in the marketing environment.
• E)None of the above.

Recognize the effect of diversity on team effectiveness and the importance of inclusion.

Identify the implications of stereotypes and false assumptions on team cohesion and performance.

Understand the different negative behaviors and effects within teams and groups, such as the bad apple effect, free rider effect, and sucker effect.

Identify the characteristics and consequences of groupthink.

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Definitions:

Institutional Demands

Expectations or requirements imposed by organizational or societal institutions.

Jotted Notes

Brief pieces of information written down quickly to aid memory or reference.

Mental Notes

Informal, non-written reminders or observations that an individual makes mentally during research or daily activities.

Complete Notes

Detailed and thorough written records taken during observations or research to capture all relevant information.