Marilyn Is the Department Head for a Large Call Center

question 79

Multiple Choice

Marilyn is the department head for a large call center and is responsible for conducting quarterly performance evaluations on her employees. While a good portion of the evaluation is based on areas such as friendliness, punctuality, and customer ratings, roughly half of the appraisal is based on call volume and the conversion of callers to customers. An employee's evaluations are used to determine quarterly raises. Algemar and Nick both work for Marilyn. Marilyn feels that she is a mentor for Nick while she feels that she simply inherited Algemar from another department; thus, Marilyn sometimes strikes from Nick's call records customers who are extremely difficult or perhaps too set against buying the product. For the last quarter, Marilyn awarded Nick a raise while she did not award one to Algemar. Marilyn's striking the difficult customers from Nick's record could most logically be called ________.

• A) politicking
• B) unethical politicking
• C) identity management
• D) self-serving
• E) All are logical responses.

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Definitions:

Collectivist Self

An aspect of self-identity that is defined and valued by in-group relationships, prioritizing the group over the individual.

Individualism

A social theory favoring freedom of action for individuals over collective or state control, often emphasizing personal independence and self-reliance.

Group Identification

The sense of belonging to a particular group and identifying with its members, norms, and values.

Personal Identity

The concept or perception of oneself as a distinct individual, including aspects of personality, relationships, and values.