As per the question, the component or factor that would influence the 'fairness' and candor of an individual's perceptions would be 'the firm's policy on service recovery' as considering the family's policy would significantly influence the decision and make it 'biased' that would ruin its(solutions') universal efficacy. The other options would assist in determining a fair and objective judgment regarding the 'solutions to cope up with service failure' as analyzing 'the customer's experiences', 'observation of treatment of other customers', 'the essence or gravity of service failure', and 'the assessment of stories relating to service failure' would assist in reaching an objective solution. Thus, <u>option E</u> is the correct answer.
It is strongly influenced by its senior executives, in an organization's culture, the senior executive who inform members what's considered acceptable behavior and what happens if it is violated. An organization has distinct cultures ways of doing that develop shared values and beliefs. The tone set at the top organization advocates ethical behavior bases in the theory.
According to the principles of operant conditioning, consequence is the threat that can be applied to an individual to change a certain set of behavior. It is the process of putting a condition to an individual in order to achieve a desired goal.
Reinforcing stimulus is the process of putting a desirable stimulus to enhance better results. It is the process of strengthening the behavior of an individual by putting a favorable stimulus.
Here, Monica's increase in studying is called the <u>consequence</u>, and the $75 she will eventually receive for 3 "A" grades is the <u>reinforcing stimulus </u>. The increase in her studying is due to her understanding of the consequence of not securing good marks. She also knows that she wouldn't receive any money if she doesn't score 'A'.
While the $75 she will eventually receive if she scores 3 "A" grades is the reinforcing stimulus. It motivates her to work hard.