You have probably experienced a situation in which you were not happy with the service you received as a customer of a business. Put yourself in the shoes of the manager of a business, and think about the following:
A. How does a company's vision and mission impact your approach to trying to appease an unhappy customer? 

B. Imagine that the company follows a cost-leadership strategy and has a "no cash refunds" policy in order to reduce company costs. What kind of plan or rules would you develop for your employees to follow to deliver consistent customer service if a customer wants a refund? 

C. When might it be ethical to violate the rules you developed in (b) above in order to deliver the right response to a customer service problem?