Question 1

Sam and Gloria,who deliver services outside the firm's physical facilities,are examples of:

Accepted Answer

Sam and Gloria are delivering services outside of the physical facilities of the firm, which means that they are interacting with customers across the boundary of the organization. Hence, they are examples of boundary-spanning personnel.

Question 2

Discuss the reasons that consumers are particularly vulnerable to ethical misconduct within the service sector.

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Question 3

Ethical improprieties have been linked to:

Accepted Answer

Ethical improprieties can lead to all of these negative consequences, including customer and employee dissatisfaction, unfavorable word-of-mouth publicity, and job-related tension and anxiety. When ethical lines are crossed, it can damage both the reputation and morale of a company.

Question 4

​As an auditor,Joe learned of promising breakthrough technology not yet known to the public.He immediately purchased a large number of shares of stock to resell after the technology was made public.This type of ethical issue falls under:

Accepted Answer

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Question 5

Which of the following statements is NOT an explanation for why service consumers are particularly vulnerable to ethical misconduct?

Accepted Answer

Other consumers being involved in the production process does not inherently increase vulnerability to ethical misconduct. The other options relate more directly to the nature of service delivery and its potential for ethical issues.

Question 6

Compare the concerns that were expressed over the transition from an agricultural economy to an industrial economy to today's concerns associated with moving from an industrial economy to a service economy.

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Question 7

What are the suggested strategies for controlling and managing ethical behavior?

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Question 8

List the nine service supersectors.Which supersector is projected to have the highest employment growth?

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Question 9

Which of the following statements regarding ethics is correct?

Accepted Answer

All of these statements are correct. Research shows that employees desire a code of ethics, and employees in firms that have codes of ethics believe that violators should be punished. Leaders must set an example of ethical conduct, as employees often emulate their supervisors' behavior. Therefore, all of the statements are correct.

Question 10

Which of the following is NOT a suggested strategy for controlling and managing ethical behavior?

Accepted Answer

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Question 11

.The process through which an individual adapts and comes to appreciate the values,norms,and required behavior patterns of an organization is called:

Accepted Answer

Employee socialization is the process through which an individual adapts and comes to appreciate the values, norms, and required behavior patterns of an organization. A code of ethics, standards of conduct, rules for ethical conduct, and conduct regulations are all related to ethical behavior in an organization, but they do not specifically refer to the process of employee socialization.

Question 12

Discuss how the term materialismo snobbery is related to service wages.

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Question 13

Situations where the service provider feels torn between the needs of the customer,the organization,and the service provider's own personal interest are referred to as:

Accepted Answer

Conflict of interest refers to a situation where the service provider's personal interest conflicts with the needs of the customer or the organization. This can create a dilemma for the service provider as they try to balance these conflicting demands. Cognitive moral development refers to an individual's ability to make ethical choices, while organizational relationships and structure conflict do not fully capture the complexity of the situation described. Relationship conflict, on the other hand, refers to conflicts among team members or coworkers and is not applicable in this context.

Question 14

Describe the consequences of ethical misconduct.

Accepted Answer

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Question 15

Formal standards of conduct that assist in defining proper organizational behavior are called:

Accepted Answer

A code of ethics is a set of principles or standards of behavior that guide the actions of individuals or organizations. It outlines the values, beliefs, and policies that govern the conduct of employees and provides a framework for ethical decision making.

Question 16

Consumer participation in production increases opportunities for ethical misconduct by service providers because:

Accepted Answer

Consumer participation in production gives service providers access to personal information and preferences that can be used to manipulate or pressure the customer into accepting unethical practices. Service providers may leverage their knowledge of the customer's desires to push for low-quality or overpriced goods or services. Such coercion can be more difficult to detect and report than more direct unethical behavior, making it a tempting avenue for exploitation.

Quiz 2: The Services Sector: Supersectors and Ethical Considerations