Equipping students so they can act as change agents who encourage ethical transformation in corporations, small businesses, government, social service agencies, religious groups, the military and other organizations, this text blends theory and practice as it introduces readers to important ethics theories, concepts and skills (tools) drawn from a variety of academic disciplines and outlines implementation strategies (tactics). Self-assessments, case studies and chapter end exercises foster skill development, discussion and analysis.... hospitals, fast-food restaurants, a cruise ship, Disneyland, door-to-door insurance sales, and a 911 call center.35 Investigators discovered ... For example, psychiatric workers try to remain calm in the face of abuse, and police officers and bill collectors express irritation and ... In service encounters, the happy affect of employees often spreads to customers, who return greetings, smile, and make eye contact. ... Emotional routines or scripts tell workers both what to say and how to act.
|Author||:||Craig E. Johnson|
|Publisher||:||SAGE Publications - 2011-10-26|