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Take-Home Exam
MGMT 2383.2A&BWinter 2020
General Exam Instructions:
This exam is to be completed ON YOUR OWN. You may use the lecture slides and the course
textbook as resources; these are the ONLY resources you should use. Similar to an in-class
exam, you do not need to provide citations for your answers as I understand that you are drawing
on our specific course resources.
Please complete the exam in THIS document; add your answers after each question or subquestion. Save the completed exam as a .doc or .docx file with your A# included at the end (e.g.,
Take Home Exam 2020_A00000000) and submit it via dropbox on our course Brightspace page.
Please make sure to use complete sentences (no bullet points) when responding to the questions.
Before you submit your exam, please check back to the original document posted on Brightspace
to ensure that you have not inadvertently deleted a question or component.
The material being tested in this exam is that from Chapters 4, 5, 6 and 9 and the corresponding
lecture content. All of your answers should draw on content from those chapters (and the
relevant lecture slides). You must USE YOUR OWN WORDS when responding to the
questions – do not lift wording from the textbook or slides. You must answer and explain using
your own words. I will be evaluating the clarity of your thinking and logic, as well as the depth
of your understanding of course content. For each answer, be sure to incorporate specific course
content. I will not be deducting marks for grammar or spelling for this exam per se, however, I
am looking for clarity, accuracy, relevance, and depth in your answers.
If you need any exam questions clarified, please do not hesitate to reach out to me. If I have any
clarifications that you should be aware of, I will post them on Brightspace. It is your
responsibility to check Brightspace on a regular basis for updates.
The exam questions start on the next page. The exam is marked out of a total of 38 marks. There
are 5 Questions (most of which have subcomponents). Please answer ALL of the questions in
the exam. The maximum page limit for your exam (including ALL of the text in the original
posted exam including instructions) is 8 pages single spaced. Please use 12pt times new roman
font and the original margins set in the document.
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EXAM QUESTIONS
Question #1 (11 marks total): Assume you have been hired as a consultant to help a local
clothing retail company address issues of poor work attitudes and well-being in their customerservice employees. When you meet with the employees as a group to gather more information,
you learn that the employees are not very satisfied with their jobs and many complain that they
are emotionally exhausted at the end of each day, in part due to trying to help (often very
unappreciative!) customers with their issues and requests.
a. Using specific concepts and research findings related to emotional labour, explain why
the employees may be feeling emotionally exhausted and dissatisfied in their jobs. Be
sure to define the key concepts you use to answer this question. (4 marks)
Answers
Emotional labor involves the management of the expressions and feelings to ensure that
you meet the emotional requirements. Workers are expected to manage their emotions
well when dealing with the customers, supervisors and their co-workers. Employees may
feel emotionally dissatisfied and exhausted after their job because of several reasons
which are caused by emotional labor. When in work, some employees deal with rude
customers who make their day long because of the answers they get. In turn, the
employees have to give positive emotions as an exaggeration that they are okay. The
employees have to suppress the negative emotions and offer service with a smile to hide
their anger. One of the reasons why the employees may feel exhausted and their emotions
dissatisfied is because of surface acting, which makes the employee to modify the outside
display to the public, yet the inner feelings are hurt. Faking the senses makes the person
to remain angry the whole day thus making the employee to be dissatisfied with the work
at last.
Another reason why the employees get exhausted and emotionally dissatisfied is because
of the deep acting throughout the day as the employees work hard to modify their
feelings so that they can match the expected display in the workplace. Nevertheless, the
employees may be dissatisfied in their work because of the stress they receive, thus
feeling less motivated. The workplace is not exciting, and therefore employees get bored
most of the time because the same mentality on the behavior of the customers is in their
mind and they think of the hard time they have to go through while working. Job
dissatisfaction is also caused by the behavior of the people in the job place. When those
people are friendly and welcoming, the employee feels comfortable, and this makes them
work comfortably and happily, and their emotions are okay all through.
b. Provide an example (i.e., create a scenario) that outlines how emotional contagion may
contribute to job dissatisfaction for these workers. (2 marks)
Answers
Emotional contagion involves the phenomenon where a person’s emotions and behaviors
may trigger the same reaction to another person. For instance, customer service
employees deal directly with the customers where they are engaged in solving many
complaints and requests from both rude and humble customers. When there is an
interaction between customer-service employees and the customers, there might be an
eruption of an emotional contagion. A customer might come to interact with the
2
employee with feelings which might make him or her to be a bit rude when responding to
the questions of the employee. The behavior might upset the employee giving the service
who, in turn, develops the same feelings on his or her side. However, because the
customer service employee is not allowed to display the attitude to the customer, this
triggers him or her to a profound act or surface act so that the feeling will not be
observed. The behavior of the customer has developed in the emotions of the employee;
this affects the employee’s emotions negatively. The employee will remain hurt even
after the customer has left, and this will cause dissatisfaction to the job in most of the
times. Having two or more customers with rude behavior may affect the emotional
contagion of the employee profoundly, thus causing dissatisfaction in the job. The
employee performance will drop when he or she is not satisfied.
c. What training or other recommendations might you provide to this organization to help
them improve customer-service employees�...