Case Study—Emotions and Motivation

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Naomi Kernizan

General Psychology | PSY1001 S08

Instructor: Sanjay Paul

10/15/2012

Larry is a customer service representative for a large nationwide insurance company. His primary job is to evaluate workers’ compensation claims and provide members assistance in accessing services and financial resources. Larry covers two states, California and Louisiana, and usually has not more than a hundred or so active cases at any given time.

All information is electronic, and communication is done through e-mail and phone calls. Larry works five days a week from 8:00 a.m. to 4:30 p.m., with a half hour off for lunch. His workstation is a six-by-six-foot cubicle in a large room with thirty other cubicles of customer representatives. He has been in this job for five years now, is currently making $29,000 a year.

He is married and has two children, a six-year-old and an eight-year-old. His wife, Mary, works at a local nursing home as a nurse.

If you asked Larry about his job, he would most probably say, “It is a routine job,” but he enjoys interacting with customers and helping them get the services they need. Over the past three years, his performance ratings have been very good. Management had reported in his annual evaluations that he is very proficient at completing his work in a timely and quality manner.

About eight months ago, Larry was asked to participate in a committee on how to improve customer relations. Larry was excited about having the opportunity to contribute his ideas on what he feels are important factors in gaining a customer’s trust and improve customer satisfaction. His enthusiasm and commitment landed him the leadership role for the committee.

Over the next several months, Larry worked tirelessly, even taking the committee work home with him to complete. At the end of the project, Larry and his team submitted their findings and recommendations. Management...
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