Chapter 1.1, Problem I.12E

Mr. John is an emotionally intelligent person who can understand his own as well as others’ emotions and can hide his negative emotions and display positive emotions while dealing with customers as a CSR of the company. One day, a stubborn customer came and started shouting at Mr. John. Mr. John understood that the customer had to visit twice for the same complaint. Also, he had to wait for his turn for 4 hours standing in sun. Mr. John offered a glass of cold water to the customer, offer him to sit of a comfortable seat and assure him that his problem will be resolved the same day. He also had a chit chat with that customer to make him feel better. a. According to Mr. John, what was the necessary and sufficient condition for customer’s aggression? b. What do you think that Mr. John adopted (i) production of desirable phenomenon or (ii) elimination of something undesirable? Why? c. What is the proximate cause of the customer’s behavior? Provide logic.

Read and understand the c-a-s-e scenario below Jerome, who oversees loss prevention at Westwind Electronics, inhaled deeply before he began arguing in favor of the modifications he was suggesting to the business' shoplifting policy. He was aware that persuading Michael would be challenging. Michael, the chain's president and CEO, is the son of the company's founder. It is still a family-run business with headquarters in Phoenix, Arizona. Along with the business, he also inherited his father's rigid moral code. Jerome said, "I think it's time to follow the example of other stores. He emphasized that the majority of other retailers didn't bother reporting shoplifters to the police or filing charges unless they had taken items worth more than $50 to $100. Michael's father had established a zero-tolerance policy against stealing when he launched the company, but Westwind still adhered to it now. Jerom wished to change that policy with one that only prosecuted people who were between the…

Read and understand the c-a-s-e scenario below  Jerome, who oversees loss prevention at Westwind Electronics, inhaled deeply before he began arguing in favor of the modifications he was suggesting to the business' shoplifting policy. He was aware that persuading Michael would be challenging. Michael, the chain's president and CEO, is the son of the company's founder. It is still a family-run business with headquarters in Phoenix, Arizona. Along with the business, he also inherited his father's rigid moral code. Jerome said, "I think it's time to follow the example of other stores. He emphasized that the majority of other retailers didn't bother reporting shoplifters to the police or filing charges unless they had taken items worth more than $50 to $100. Michael's father had established a zero-tolerance policy against stealing when he launched the company, but Westwind still adhered to it now. Jerom wished to change that policy with one that only prosecuted people who were between the…