Analysis of “What Customers Don’t Know Won’t
Hurt Them, or Will”
Table of Content
Introduction: .................................................................................. 1
1 Attitude and Behavior toward Lying ............................................ 1
2 Reinforcement Theory and Prediction of Behavior ..................... 3
3 Personality Traits and Prediction of Behavior ............................. 5
4 Attribution Theory ....................................................................... 7
5 Organizational Cultures and Behavior ........................................ 8
Conclusion: ................................................................................. 11
References: . ................................................................................ 11
Introduction:
Faced with the behavior of Elena, I will give a detailed analysis on “what customers don’t know won ’t hurt them, or will”, using the OB theories. I will put emphasis on what she did, how she did, why she did it, and what contributed to her behavior. What’s more, we will see the effect the personal behavior on the organization and how they affect each other. Once put into that situation, what others will do.
1 Attitude and Behavior toward Lying
1.1 Cognitive Dissonance and the Way She Deal With ’s apparent to see that Elena was at first reluctant, but finally can’t help lying to customers. On the one hand, her birth nature told her not to tell a lie, she wanted to be always sincerely and make the correct deals. On the other hand, she didn’t want to miss the chance of getting a promotion (Robbins＆Judge, 2008). So, undoubtedly, she experienced the dissonance.
She experienced cognitive dissonance when the two attitudes appeared in her brain at the same time. By the way, she didn’t want to lie, but she finally did, she also experienced the attitude-behavior dissonance. as the importance of the elements creating the dissonance is concerned, she experienced high degree dissonance because she thought it immoral to tell a lie to customers, but she can’t ignore the interest of the company if she wanted the promotion. Elena compared the consequence of lying to customers with getting promotion, she found that she can reduce the dissonance by concluding that the dissonance behavior isn ’t so important and can be ignored. ’s supervisor played an important role on the degree of the influence. Because her supervisor ordered her to do what he told her? She had no choice but to tell a lie. And she
can find a good excuse for her behavior and contribute all of these to her supervisor. a higher sales. The high reward reduces the dissonance for her. She found the solution to get the compatibility.
1.2 A-B Relationship Analysis
From Elena ’s behavior, it ’s apparent to see that the behavior doesn ’t always follow the attitudes. Elena has two attitudes, one is don’t want to lie to customers, and the other is eager for promotion. When she struggled, she chose the later, she lies to the customers in order to maximize the profit for the company and get a promotion (Ma zuokuan. 2009). And the attitude that only if she would like to tell a lie, she can get a promotion plays the most important role on her behavior later on. Her behavior absolutely ignored the first attitude and didn’t obey it, which may be resulted from the dissonance. So, we can make a conclusion about the A-B relationship: The behavior doesn’t always follow the attitude.
1.3 Other research result on A-B relationship:
On the relationship between job satisfaction and turnover rate, different types of enterprise show distinctions. The employees ’ job satisfaction of foreign enterprises and partnership enterprises is higher than state-owned enterprise. But the turnover rate of foreign enterprises is higher than state-owned enterprises. On the one hand, though employees of state-owned enterprises are not satisfied with some aspects in their company, they still prefer to develop together with the company because of the sense of belonging. On the other hand, employees often are satisfied with the material rewards of the foreign company, without this, they will turnover without hesitation.
2 Reinforcement Theory and Prediction of Behavior
2.1 The Reason Why She Lied
Reinforcement theory refers to the action that put emphasis on the consequence and is caused by a specific reinforcer. According to the case, positive reinforcement plays an important role in Elena ’s behavior. Because promotion is what she eager for. Although she knew it unethical to lie, once she lied, she would receive praise and the promise of promotion from her supervisor. The more she lied, the closer she would get the promotion. Promotion is a reinforcer and motivation for her (Lou chengwu, 2007).
Furthermore, repetition was formed by her supervisor’s warning every time she encountered such kind of situation. And after the following months, her supervisor always asked her to lie to customers in order to make the optimal deal and maximize the company’s profit. Repetition exists. And the more she told a lie, the more praise she got from her supervisor. Her supervisor would speak highly of her behavior and encouraged her to do it again and again. Repetition appeared. The expected result from repetition will make Elena easier to tell a lie next time. Finally, the behavior of lying becomes a second nature. In her deep heart, she assure the behavior be right.
2.2 The Prediction of Behavior
I don’t think Elena will confess to the legal representative. The reinforcer is still there, that’s to say, she is still eager to be promoted. Because positive reinforcement easily leads to repetition. She has been used to lying to customers. In other words, lying to customers has become a second nature to her. It’s difficult for her to change her attitudes; she wouldn’t want to give up her chance to be promoted and make her boss angry.
What ’s worse, punishment will come if she confesses her behavior. She knows her supervisor won’t take responsibility and even will deny it. It’s of no use for both herself and her supervisor if she confesses to the legal representatives. On the contrary, the reinforcer from her supervisor will make her keep the secret forever.
3 Personality Traits and Prediction of Behavior
3.1 Relationship between Personality Traits and Behavior will be fine because just one day the car was used, which reflects her low degree of consciousness. The desire for promotion makes her ignore the serious consequences (Lou chengwu, 2007). She can predict the possible consequence but still rented the car to Jim Reynolds. Low emotional stability: She works anxiously and nervous under so much pressure. On the
one hand, she worried that maybe the car will be broken and she will be punished. On the other hand, she eagerly wants the promotion. Struggle exists in her brain. She experienced low and negative emotional stability. But according to Bobbins(Robbins＆Judge, 2008)，such people make faster decisions compared to emotionally stable people when making decisions. So she rented the car immediately.
locus of control, I believe she is internals. She firmly believes that she can master the fate of herself and be promoted to be a manager all by her hands. What happened and what will happen will be in her control. Unexpected circumstance won ’t happen. Lying to customers will help her get promotion, all of which are in her control. She believes she can get whatever she wants all by her own hands, only if she dares to do it. believes whichever means can be used only if the objective is right. In order to get the promotion, lying to customers is a easy thing. customer, she thought there would be no danger. So she dared to rent the car despite the consequences.
3.2 Prediction of Her Behavior
I don ’t think she will confess to the legal representative according to her personality traits. ’t put much pressure on her; she is still more concerned with promotion. Little consciousness makes her go on lying. ’t influence so much on her behavior. So she can master the situation well just as before. What’s more, she won’t let the change of the external environment block her way to promotion. she is a Machiavellianism; she seems her behavior right, because her goal is legal. She just does what can help her get promotion.
3.3 Assume the Prediction of Mine
believes the external environment have a big influence on my job and my future. I will try my best to get what I want on the basis of not violate the rules and harm the customers’ interest. the truth themselves, I will undoubtedly lose my job and accept the punishment. The circumstance is obviously terrible than telling the truth now. high level of consciousness is necessary in this kind of job. Every step I walked should be down-to-earth and the behavior that harmed the customers can ’t be done, even it happened, I must do ’m a low risk-taker; I won’t sacrifice my reputation for my future. I will do what I can to make up for the mistake I have made.
4 Attribution Theory
Elena ’s behavior should be blamed, and I attribute her behavior to internal factors. That ’s to say, her behaviors are internally caused. We can analysis from the following aspects:
’s behavior is low. Because it’s not her first time to tell a lie. Before this accident, she was persuaded to lie to customers for several times (Zhuang shiqin, 2003). When the car wasn’t enough, she rented the car to the one who can pay more money. When there was just one car left, and even a broken car, she lied to the customers just for the best deal. So we can see that the distinctiveness is low.
’s behavior is high. Several months ago, when
she encountered the situation, she lied to the customers who have reserved the car. Later, she also did like that. For months, she had been lying. When the last time she encountered the situation, she still lied despite of the potential dangerous. So, the consistency is high.
5 Organizational Cultures and Behavior
5.1 Behavior Influenced by Office’s Climate
The rental office’s climate is a kind of organizational culture. According to Robbins and Judge(Robbins＆Judge, 2008), we can conclude that the characters of the rental office’s culture are risk taking and outcome orientation. They pursue the optimal deal and the most profit. The supervisor always makes the most profitable deal on matter what happens (Huang zhisen, 2005). Even sometimes he lies to his customers. And he encouraged Elena to lie to customers too for promotion. Working in this climate, Elena has no choice but to lie in order to get promotion. She becomes risk taking and outcome orientation, do anything to achieve her goals.
5.2 Factors Contributed to Current Climate
As we all know, the top management’s behavi or have an
irreplaceable impact on organizational culture and the employees’ values and behaviors (Zhuang shiqin, 2003). Trough their style, the employees know what they should do. Elena’s supervisor always do the best trading in front of his employees and even lie to his customers when necessary. He lies to customers when he can make the most profit for the company and encouraged Elena to follow him in order to get promotion. Elena was absolutely motivated by her supervisor and learned to lie. So, he leads the office’s climate and contributed to this phenomenon. This process helps Elena adapt her to the office’s climate. She experienced three periods to make herself lie naturally This process also contributed to the current climate.
【1】Prearr ival stage: She just did what she should do, follow the company’s rules and follow the office’s schedules. She just wanted to be promoted by doing what was right.
【2】Encounter stage: The supervisor’s behavior and attitudes were contrary to her. She doesn’t want to give up the promotion opportunity. So she has to choose whether she gave up promotion or lie. If she wanted to keep herself and do what is right, she will have conflict with the company.
【3】Metamorphosis stage: She measured the importance between them and finally decided to adjust her behaviors correspond with the company. So, she finally changed her attitudes and behaviors just to match the office’s culture and climate.
This tree stages together contributed to the form of socialization and the change of Elena’s behaviors.
5.3 Improve the Ethics of the Office
Brief content of suggestions:
Step1: Establish a systematic regulation
The company should firstly establish three systematic regulations to let employees follow it. They are value system, responsibility system, and “corporate social moral restraint” mechanism. The first helps employees form correct value system and correct their attitudes. Step2: Choose a positive model
Choose a manager every month from those who not only work well and have ability, but succeed by the correct means as a model. Encourage employees to learn to the model and try their best to reach and exceed them.
Step3: Provide ethical training
Organize an ethical training every month. Show them ethical and competitive behaviors through videos. And put them in different situations to train them. Clearly state that what’s right and what’s wrong. Ask them write a report about what they have learned when necessary. Step4: Behavior exchange and behavior supervise
Employees supervise each other to improve the quality of every deal. They will exchange others ’ positive and negative behaviors at the meeting or in the form of report. Then link ethical progress with promotion and pay raise, link unethical behaviors with punishment and even be fired to ensure the ethical environment.
Step5: Provide protection mechanisms
In the last step, they supervise each other, so this mechanism is to protect the interest of the prosecutors who point out their colleagues ’ unethical behaviors. Sometimes employees are afraid of revenge and dare not to speak out the unethical behaviors.
Step6: To strengthen moral mechanism
Strengthen the importance of ethics trough various forms regularly. Strengthen that every one should follow ethical regulations. Change the value of the company “Always maximize the profit ” into “Get what you want through ethical means”. An ethical environment will come true
sooner or later.
Conclusion:
The employees’ value orientation plays an important role in the organizational culture. So it is so necessary to form the correct and ethical organizational culture. As we all know, the goal of every company is to maximize the profit. But how to realize it and to which degree to make it are the key. Therefore, ethical organizational atmosphere can help contributes to the progress of both the company and the employees.
References:
Huang zhisen. (2007). Organizational Behaviors and Human Resource Research Introductory Method . 2 Edition. Beijing: China Political and Financial Press.
Lou chengwu. (2007). Public Organizational Behaviors. 2 Edition. Beijing: Renmin University of China Press.
Ma zuokuan. (2009). Organizational Culture. 1Edition. Beijing: The China Economy Press. Robbins.S.T. ＆Judge.T.A.(2008). Organizational Behavior . 12 Edition. Beijing: Tsinghua University Press.
Zhuang shiqin. (2003). Organizational behavior of theory and practice . 1 Edition. Beijing: People's wiley&sons press
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11
Analysis of “What Customers Don’t Know Won’t
Hurt Them, or Will”
Table of Content
Introduction: .................................................................................. 1
1 Attitude and Behavior toward Lying ............................................ 1
2 Reinforcement Theory and Prediction of Behavior ..................... 3
3 Personality Traits and Prediction of Behavior ............................. 5
4 Attribution Theory ....................................................................... 7
5 Organizational Cultures and Behavior ........................................ 8
Conclusion: ................................................................................. 11
References: . ................................................................................ 11
Introduction:
Faced with the behavior of Elena, I will give a detailed analysis on “what customers don’t know won ’t hurt them, or will”, using the OB theories. I will put emphasis on what she did, how she did, why she did it, and what contributed to her behavior. What’s more, we will see the effect the personal behavior on the organization and how they affect each other. Once put into that situation, what others will do.
1 Attitude and Behavior toward Lying
1.1 Cognitive Dissonance and the Way She Deal With ’s apparent to see that Elena was at first reluctant, but finally can’t help lying to customers. On the one hand, her birth nature told her not to tell a lie, she wanted to be always sincerely and make the correct deals. On the other hand, she didn’t want to miss the chance of getting a promotion (Robbins＆Judge, 2008). So, undoubtedly, she experienced the dissonance.
She experienced cognitive dissonance when the two attitudes appeared in her brain at the same time. By the way, she didn’t want to lie, but she finally did, she also experienced the attitude-behavior dissonance. as the importance of the elements creating the dissonance is concerned, she experienced high degree dissonance because she thought it immoral to tell a lie to customers, but she can’t ignore the interest of the company if she wanted the promotion. Elena compared the consequence of lying to customers with getting promotion, she found that she can reduce the dissonance by concluding that the dissonance behavior isn ’t so important and can be ignored. ’s supervisor played an important role on the degree of the influence. Because her supervisor ordered her to do what he told her? She had no choice but to tell a lie. And she
can find a good excuse for her behavior and contribute all of these to her supervisor. a higher sales. The high reward reduces the dissonance for her. She found the solution to get the compatibility.
1.2 A-B Relationship Analysis
From Elena ’s behavior, it ’s apparent to see that the behavior doesn ’t always follow the attitudes. Elena has two attitudes, one is don’t want to lie to customers, and the other is eager for promotion. When she struggled, she chose the later, she lies to the customers in order to maximize the profit for the company and get a promotion (Ma zuokuan. 2009). And the attitude that only if she would like to tell a lie, she can get a promotion plays the most important role on her behavior later on. Her behavior absolutely ignored the first attitude and didn’t obey it, which may be resulted from the dissonance. So, we can make a conclusion about the A-B relationship: The behavior doesn’t always follow the attitude.
1.3 Other research result on A-B relationship:
On the relationship between job satisfaction and turnover rate, different types of enterprise show distinctions. The employees ’ job satisfaction of foreign enterprises and partnership enterprises is higher than state-owned enterprise. But the turnover rate of foreign enterprises is higher than state-owned enterprises. On the one hand, though employees of state-owned enterprises are not satisfied with some aspects in their company, they still prefer to develop together with the company because of the sense of belonging. On the other hand, employees often are satisfied with the material rewards of the foreign company, without this, they will turnover without hesitation.
2 Reinforcement Theory and Prediction of Behavior
2.1 The Reason Why She Lied
Reinforcement theory refers to the action that put emphasis on the consequence and is caused by a specific reinforcer. According to the case, positive reinforcement plays an important role in Elena ’s behavior. Because promotion is what she eager for. Although she knew it unethical to lie, once she lied, she would receive praise and the promise of promotion from her supervisor. The more she lied, the closer she would get the promotion. Promotion is a reinforcer and motivation for her (Lou chengwu, 2007).
Furthermore, repetition was formed by her supervisor’s warning every time she encountered such kind of situation. And after the following months, her supervisor always asked her to lie to customers in order to make the optimal deal and maximize the company’s profit. Repetition exists. And the more she told a lie, the more praise she got from her supervisor. Her supervisor would speak highly of her behavior and encouraged her to do it again and again. Repetition appeared. The expected result from repetition will make Elena easier to tell a lie next time. Finally, the behavior of lying becomes a second nature. In her deep heart, she assure the behavior be right.
2.2 The Prediction of Behavior
I don’t think Elena will confess to the legal representative. The reinforcer is still there, that’s to say, she is still eager to be promoted. Because positive reinforcement easily leads to repetition. She has been used to lying to customers. In other words, lying to customers has become a second nature to her. It’s difficult for her to change her attitudes; she wouldn’t want to give up her chance to be promoted and make her boss angry.
What ’s worse, punishment will come if she confesses her behavior. She knows her supervisor won’t take responsibility and even will deny it. It’s of no use for both herself and her supervisor if she confesses to the legal representatives. On the contrary, the reinforcer from her supervisor will make her keep the secret forever.
3 Personality Traits and Prediction of Behavior
3.1 Relationship between Personality Traits and Behavior will be fine because just one day the car was used, which reflects her low degree of consciousness. The desire for promotion makes her ignore the serious consequences (Lou chengwu, 2007). She can predict the possible consequence but still rented the car to Jim Reynolds. Low emotional stability: She works anxiously and nervous under so much pressure. On the
one hand, she worried that maybe the car will be broken and she will be punished. On the other hand, she eagerly wants the promotion. Struggle exists in her brain. She experienced low and negative emotional stability. But according to Bobbins(Robbins＆Judge, 2008)，such people make faster decisions compared to emotionally stable people when making decisions. So she rented the car immediately.
locus of control, I believe she is internals. She firmly believes that she can master the fate of herself and be promoted to be a manager all by her hands. What happened and what will happen will be in her control. Unexpected circumstance won ’t happen. Lying to customers will help her get promotion, all of which are in her control. She believes she can get whatever she wants all by her own hands, only if she dares to do it. believes whichever means can be used only if the objective is right. In order to get the promotion, lying to customers is a easy thing. customer, she thought there would be no danger. So she dared to rent the car despite the consequences.
3.2 Prediction of Her Behavior
I don ’t think she will confess to the legal representative according to her personality traits. ’t put much pressure on her; she is still more concerned with promotion. Little consciousness makes her go on lying. ’t influence so much on her behavior. So she can master the situation well just as before. What’s more, she won’t let the change of the external environment block her way to promotion. she is a Machiavellianism; she seems her behavior right, because her goal is legal. She just does what can help her get promotion.
3.3 Assume the Prediction of Mine
believes the external environment have a big influence on my job and my future. I will try my best to get what I want on the basis of not violate the rules and harm the customers’ interest. the truth themselves, I will undoubtedly lose my job and accept the punishment. The circumstance is obviously terrible than telling the truth now. high level of consciousness is necessary in this kind of job. Every step I walked should be down-to-earth and the behavior that harmed the customers can ’t be done, even it happened, I must do ’m a low risk-taker; I won’t sacrifice my reputation for my future. I will do what I can to make up for the mistake I have made.
4 Attribution Theory
Elena ’s behavior should be blamed, and I attribute her behavior to internal factors. That ’s to say, her behaviors are internally caused. We can analysis from the following aspects:
’s behavior is low. Because it’s not her first time to tell a lie. Before this accident, she was persuaded to lie to customers for several times (Zhuang shiqin, 2003). When the car wasn’t enough, she rented the car to the one who can pay more money. When there was just one car left, and even a broken car, she lied to the customers just for the best deal. So we can see that the distinctiveness is low.
’s behavior is high. Several months ago, when
she encountered the situation, she lied to the customers who have reserved the car. Later, she also did like that. For months, she had been lying. When the last time she encountered the situation, she still lied despite of the potential dangerous. So, the consistency is high.
5 Organizational Cultures and Behavior
5.1 Behavior Influenced by Office’s Climate
The rental office’s climate is a kind of organizational culture. According to Robbins and Judge(Robbins＆Judge, 2008), we can conclude that the characters of the rental office’s culture are risk taking and outcome orientation. They pursue the optimal deal and the most profit. The supervisor always makes the most profitable deal on matter what happens (Huang zhisen, 2005). Even sometimes he lies to his customers. And he encouraged Elena to lie to customers too for promotion. Working in this climate, Elena has no choice but to lie in order to get promotion. She becomes risk taking and outcome orientation, do anything to achieve her goals.
5.2 Factors Contributed to Current Climate
As we all know, the top management’s behavi or have an
irreplaceable impact on organizational culture and the employees’ values and behaviors (Zhuang shiqin, 2003). Trough their style, the employees know what they should do. Elena’s supervisor always do the best trading in front of his employees and even lie to his customers when necessary. He lies to customers when he can make the most profit for the company and encouraged Elena to follow him in order to get promotion. Elena was absolutely motivated by her supervisor and learned to lie. So, he leads the office’s climate and contributed to this phenomenon. This process helps Elena adapt her to the office’s climate. She experienced three periods to make herself lie naturally This process also contributed to the current climate.
【1】Prearr ival stage: She just did what she should do, follow the company’s rules and follow the office’s schedules. She just wanted to be promoted by doing what was right.
【2】Encounter stage: The supervisor’s behavior and attitudes were contrary to her. She doesn’t want to give up the promotion opportunity. So she has to choose whether she gave up promotion or lie. If she wanted to keep herself and do what is right, she will have conflict with the company.
【3】Metamorphosis stage: She measured the importance between them and finally decided to adjust her behaviors correspond with the company. So, she finally changed her attitudes and behaviors just to match the office’s culture and climate.
This tree stages together contributed to the form of socialization and the change of Elena’s behaviors.
5.3 Improve the Ethics of the Office
Brief content of suggestions:
Step1: Establish a systematic regulation
The company should firstly establish three systematic regulations to let employees follow it. They are value system, responsibility system, and “corporate social moral restraint” mechanism. The first helps employees form correct value system and correct their attitudes. Step2: Choose a positive model
Choose a manager every month from those who not only work well and have ability, but succeed by the correct means as a model. Encourage employees to learn to the model and try their best to reach and exceed them.
Step3: Provide ethical training
Organize an ethical training every month. Show them ethical and competitive behaviors through videos. And put them in different situations to train them. Clearly state that what’s right and what’s wrong. Ask them write a report about what they have learned when necessary. Step4: Behavior exchange and behavior supervise
Employees supervise each other to improve the quality of every deal. They will exchange others ’ positive and negative behaviors at the meeting or in the form of report. Then link ethical progress with promotion and pay raise, link unethical behaviors with punishment and even be fired to ensure the ethical environment.
Step5: Provide protection mechanisms
In the last step, they supervise each other, so this mechanism is to protect the interest of the prosecutors who point out their colleagues ’ unethical behaviors. Sometimes employees are afraid of revenge and dare not to speak out the unethical behaviors.
Step6: To strengthen moral mechanism
Strengthen the importance of ethics trough various forms regularly. Strengthen that every one should follow ethical regulations. Change the value of the company “Always maximize the profit ” into “Get what you want through ethical means”. An ethical environment will come true
sooner or later.
Conclusion:
The employees’ value orientation plays an important role in the organizational culture. So it is so necessary to form the correct and ethical organizational culture. As we all know, the goal of every company is to maximize the profit. But how to realize it and to which degree to make it are the key. Therefore, ethical organizational atmosphere can help contributes to the progress of both the company and the employees.
References:
Huang zhisen. (2007). Organizational Behaviors and Human Resource Research Introductory Method . 2 Edition. Beijing: China Political and Financial Press.
Lou chengwu. (2007). Public Organizational Behaviors. 2 Edition. Beijing: Renmin University of China Press.
Ma zuokuan. (2009). Organizational Culture. 1Edition. Beijing: The China Economy Press. Robbins.S.T. ＆Judge.T.A.(2008). Organizational Behavior . 12 Edition. Beijing: Tsinghua University Press.
Zhuang shiqin. (2003). Organizational behavior of theory and practice . 1 Edition. Beijing: People's wiley&sons press
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11