Safeway Superior Service
1. How, specifically, is the process of attribution illustrated in this case? In the process of attribution, "individuals attempt to determine the causes behind other 's behaviors" (Greenberg, page 73) through the process of correspondent inferences where, a person is judged based upon his/ her 's "disposition, their traits and characteristics" (page 76).
Safeway 's "Superior Service" had been in place for five years before they started enforcing it. As a result of this enforcement, clerks had to "explicitly smile at customers, maintain three second eye contact, anticipate customers ' need and call them by their name if paying by check or credit card" (Greenberg, Page 108). These actions let to "unwanted attention from some male
…show more content…
Anticipate customers ' need, to help hem find items for which they are looking.
Along with the above instructions, I would imagine employees sitting in a "daylong remedial training classes on friendliness" (Greenberg, Page 108) receiving instructions about how to talk with customers to increase sales and force employees participate in a credit system sale system.
A decade ago, when I was working at a convenience store in a beach town in Eastern Maryland, I would more often than not get drunk customers in an evening shift. Although we had to adhere a company policy that is mildly similar to Safeway, it was not always possible. The process of Correspondent inferences come to mind where you could distinguish customers from where then originate i.e. New York, Philadelphia, Baltimore, D.C, Southern states by simply observing their behaviors and obviously the way they speak.
Describe what you believe might be the progressive discipline steps outlined in the warning letter sent to unfriendly Safeway clerks?
Safeway employed various means to implement their policy of "Superior Service" like "using undercover shoppers to spot violators, who were sent letters warning them of the negative evaluations and disciplinary measures (even firing!) that could result from failing to comply" (Greenberg, Page 108) and sending 100 employees to their "Smile
Company Overview Of Publix Super Markets Inc.
426 Words | 2 PagesPublix Super Markets Inc. cemented its position in the hearts of consumers emphasizing customer service and a family-friendly atmosphere over being the low-cost provider. Historically, the Florida native has been hailed the No. 1 supermarket among its regional rivals in the customer satisfaction battle royal. Consumers have been enamored with the fan favorite for over 85 years. Publix service strategies are passionately focused on customer value ensuring customers are provided a shopping experience tailored to bestow upon them the highest degree of satisfaction. This includes their digital space, where shoppers browse for coupons, and physical locations where customer service representatives quickly and happily respond to customer inquiries
Safeblend's Strongest Argument
150 Words | 1 PagesDon, I think your argument is completely the opposite of what I think in that I think that Safeblend went above and beyond to make the delivery process smooth and had performed well on the field. I do not consider Safeblend's act to be unethical since they have to maximize their profits. Business
Publix Executive Summary
191 Words | 1 PagesPurpose To be an innovative grocery store by providing friendly service, clean stores, quality merchandise, and speedy check-out lanes throughout our locations. Vision To provide excellent customer service that exceeds expectations while building long-term relationships with customers.
Pantry Case Study Summary
3865 Words | 16 PagesRunning head: pantry inc. case analysis 1 pantry inc. case analysis 20 Pantry Inc. Case Analysis Sekia Grimes GEB5787 Table of Contents Introduction 3 Industry Analysis 4 General Environment 4 Sociocultural………………………………………………………………………………4 Political/Legal…………………………………………………………………………… .4 Economic…………………………………………………………………………………5 Porter’s Five Forces ……………………………………………………………………………... 5 Rivalry……………………………………………………………………………………5 Threat of New Entrants…………………………………………………………………..
Publix Competitive Strategy
1372 Words | 6 PagesHow many of us have gone to Wal-Mart to find only 6 registers open out of at 30? In contrast, Publix has the majority of the registers open which gives customers a speedy checkout service. These characteristics above do not pillar the amount of satisfaction a consumer will receive at Publix over the competition. The type of consumer products Publix sells is convenience products. I chose convenience products because Publix offers goods and services that consumers can purchase with minimal effort.
Social Identity Theory In The Movie, Philadelphia
831 Words | 4 PagesIn the movie, Philadelphia, psychologists are able to apply: attribution theory, self-verification theory, social identity theory, cognitive dissonance, and drive theory to explain the behavior of some people. The attribution theory explains the cause of someone’s behavior by associating it to their personality or situation. In the movie, it is applied when Andrew is fired. The law firm claimed that they fired Andrew because of his incompetence, which is a fundamental attribution error because they were blaming him for the reason they fired him.
Social Psychology In The Movie Crash
761 Words | 4 PagesThis example represents defensive attribution because the two men blame the accident on the man crossing the street and not themselves; who in fact were clearly at
Target Risk Management Case Study
908 Words | 4 PagesIn order for Target to keep customer satisfaction high, they need to keep the number customer being injured or harmed inside the store to a minimum. They also need to make sure the products it sells inside their stores do not harm customers. This risk management work will lay the foundation for the risk evaluation of new products being sold inside the store. Target will also create a process to respond to alerts from manufacturers that there is a potential risk to customer
Mr Jason Glazer Essay
543 Words | 3 PagesSo, creating and developing the plan to discuss the customers effectively that will a cause change them on your sales goal.
Case Study Of METRO Cash & Carry
1229 Words | 5 PagesThe sector is witnessing a radical change as traditional retail markets are replacing with new formats such as discounts stores, departmental stores, hypermarkets, supermarkets etc. In this competitive environment the retailers are more forced to concentrate towards Customer service & their satisfaction. In retail stores, the customer service is includes like counter service, billing the products, offer explanation to customers, providing them coupons, explain the product
Walmart Human Resource Management Analysis
1275 Words | 6 PagesSam Walton always said the greatest risk to his business was that his customers would stop buying at his stores. That fear translated into customer fanaticism is strengthened by HR to this day. Traditionally, everyone is focused on improving every aspect of customer service, because they know the greatest risk of all may depend on it… their own job.
The Food Terminal Case Study
1372 Words | 6 PagesThe teams processing the information for the customers for the service provided were contacted by the customers to assist them in making payments. Knowledge The knowledge about the buying criteria of the consumer and that there was greater opportunity for the differentiation strategy implemented based on the quality and the services offered for customers. Mike was also able to establish the fact that his relationship was not too smooth with the managers of the
Literature Review Of Attribution Theory
1370 Words | 6 PagesTherefore, attribution is an important component of human cognitive process, as well as an important influence on the formation of self-concepts. Psychological research into attribution began with the work of Heider(1958) in the early part of the 20th century, subsequently developed by others such as Jones(1965), Davis(1965), Kelley(1967) and Weiner(1974). 2.1.1 The Attribution Theory Heider (1958) put forward the Attribution Theory in the book The Psychology of Interpersonal Relations, which pioneered the modern field of social cognition. As one part of the larger and more complex Heiderian account of social
Advantages Of Uniqlo
1017 Words | 5 PagesThey would have to say out loud to their pairs, facing each other, the six standard phrases for introducing themselves, asking how the customers are and thanking them for waiting etc. (Refer to Figure 4) Employees are required to use a minimum of four of the phrases or otherwise, they would have failed in delivering good customer service. • Customer Relationship Management
More about Safeway Superior Service
Walgreens And Kroger Comparison Essay
937 Words | 4 PagesCompany Overview Of Publix Super Markets Inc.
426 Words | 2 PagesSafeblend's Strongest Argument
150 Words | 1 PagesPublix Executive Summary
191 Words | 1 PagesPantry Case Study Summary
3865 Words | 16 PagesPublix Competitive Strategy
1372 Words | 6 PagesSocial Identity Theory In The Movie, Philadelphia
831 Words | 4 PagesSocial Psychology In The Movie Crash
761 Words | 4 PagesTarget Risk Management Case Study
908 Words | 4 PagesMr Jason Glazer Essay
543 Words | 3 PagesCase Study Of METRO Cash & Carry
1229 Words | 5 PagesWalmart Human Resource Management Analysis
1275 Words | 6 PagesThe Food Terminal Case Study
1372 Words | 6 PagesLiterature Review Of Attribution Theory
1370 Words | 6 PagesAdvantages Of Uniqlo
1017 Words | 5 Pages