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
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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