“ A person of integrity is one who will be honest, truthful, fair, promote community interests, be open and adaptable and take corrective action” (Sawers, 42). Seeing that one of the study’ s objectives was to determine whether it was an individual attitude that affected stress response, it was important to identify at least two representatives in a single organization and attempt to draw out integrity and make a comparison between the representatives. The approach to the study was to attempt to draw out characteristics of integrity, based on Comcast’ s service promises, and then further measure whether noticeable stress responses could be observed. Because of limitations associated with waiting time between representatives, two employees were chosen at the company Comcast, a service organization, and were analyzed for their individual responses comparatively.
Both customers were approached using a pre-prepared script about service dissatisfaction as preparation for the service encounters. Using this method, it was proposed that the study could be replicated with other non-participant service representatives to improve reliability. Comcast’ s company credo states, “ We want our customers to be amazed at the choice Comcast offers, excited by the innovation Comcast provides and satisfied with the service and reliability of every interaction with Comcast” (comcast. com, 1).
Based on this information, the researcher determined that they would approach the telephone representatives by clearly indicating they were less-than-amazed with the choice, not at all excited about their service choices, and completely unsatisfied. After measuring response, both service representatives were then given cooperative behaviours based on their responses and attempts to service to measure whether stress responses had been reduced. Therefore, the study was qualitative in nature, using the researcher’ s personal knowledge of customer service theory along with other academic credentials in psychology.
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