Principles of Management
OER 2019 Edition
ISBN: 9780998625768
Author: OpenStax
Publisher: OpenStax College
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Textbook Question
Chapter 5, Problem 8CRQ
Why is leadership important for ethical conduct in corporations?
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If every “customer contact is referred to as a moment of truth,” then each of
these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…
. Based on your decision-making style, explain how you would handle the ChargeUp situation differently. Connect your solution to the facets of your decision-making style and discuss where you think your strength and challenges are in this solution.
Once you know your decision-making style, read the case and answer the following questions. Be sure to use case examples and your understanding of Rowe's Decision Making Styles to support your arguments.
Chapter 5 Solutions
Principles of Management
Ch. 5.1 - What individual and organizational ethical issues...Ch. 5.1 - What are some signs of unethical activities you...Ch. 5.2 - What are terminal and instrumental values?Ch. 5.2 - What are ways organizations can employ values to...Ch. 5.3 - What are some ethical guidelines individuals and...Ch. 5.3 - Can being aware of the actual values you use to...Ch. 5.4 - How does Aaron Feuerstein exemplify servant...Ch. 5.4 - If Feuerstein had decided to use the insurance...Ch. 5.4 - What role does leadership play in how ethically...Ch. 5.4 - Explain what stewardship is and the role of...
Ch. 5.5 - In what ways do law and compliance complement...Ch. 5.5 - How does stakeholder management differ from...Ch. 5.6 - How do sustainable business practices benefit...Ch. 5.6 - Differentiate the roles compliance and CSR...Ch. 5.7 - What ways can and do some MNEs demonstrate social...Ch. 5.7 - What are some specific ethical business practices...Ch. 5.8 - What are some emerging national and global issues...Ch. 5 - What is the difference between ethics and business...Ch. 5 - What is normative ethics?Ch. 5 - Why are values an important element of ethics for...Ch. 5 - What are the differences between instrumental and...Ch. 5 - Can an individual be ethical without using ethical...Ch. 5 - Identify major classical ethical principles.Ch. 5 - Differentiate between the principle of rights and...Ch. 5 - Why is leadership important for ethical conduct in...Ch. 5 - Identify two types of ethical leaders and the...Ch. 5 - What is the difference between ethics and...Ch. 5 - What is CSR, and why is it important?Ch. 5 - What is stakeholder management?Ch. 5 - What is the difference between stakeholders and...Ch. 5 - What is different about ethics in a global or...Ch. 5 - What are some global issues that corporations must...Ch. 5 - Identify some contemporary ethical and compliance...Ch. 5 - What is a moral entrepreneur?Ch. 5 - Does ethics pay? Explain.Ch. 5 - After reading this chapter, what are major...Ch. 5 - What were the sources and causes the problems in...Ch. 5 - Who were some of the primary decision makers that...Ch. 5 - What were these individuals motives and...Ch. 5 - How were the illegal and fraudulent activities...Ch. 5 - Who was to blame?Ch. 5 - What unethical activities occurred before the...Ch. 5 - What would you have done, if anything, had you...Ch. 5 - How would a stakeholder approach, if taken by the...
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