Conflicts of interest and incentive gaming in organizations

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Reference no: EM132210600

Consider the case study below and answer the questions at the bottom:

Jack was recently hired to work in the service department of the leading car dealership in Dallas. He’s excited to join the organization because he knows the dealership consistently ranks #1 in customer service for the state of Texas. Sam, Jack’s manager, is very knowledgeable and friendly. Sam explains that because the dealership promotes it’s #1 in customer service for the entire state, the results of the survey are integral to the continued financial success of the organization.

At the end of a week of training, Sam explains to Jack that every customer should be asked to complete a satisfaction survey before they leave the dealership. Sam emphasizes, “We need do to everything in our power to make sure we always stay #1 in customer service!” He also explains that the service technician with the highest customer satisfaction ratings will receive a significant raise as well as an end-of-year bonus.

Over time, Jack observes how other service technicians ask customers to complete the satisfaction survey. Jack overhears one of the other technicians say, “Please give me top scores on every question or I might get fired.” Jack also observes another technician change the responses on a customer’s survey to reflect higher scores.

Suddenly Jack realizes why the dealership is ranked #1 in customer service. Jack and his wife are expecting their first child – so he does not want to “rock the boat” at work. He also knows he needs to get a good raise at the end of the year so he can provide for his growing family.

Write a 2 to 3-page paper that analyzes:

What should Jack do? Why?

What can leaders do to minimize conflicts of interest and incentive gaming in their organizations?

Reference no: EM132210600

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