Barrie E. Litzky

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Executive Overview Recent estimates of the costs associated with deviant behavior in the workplace are staggering. While part of the managerial function requires the establishment of rules and policies that promote good customer service and product consistency, managers who lead with a firm hand or place too much pressure on sales quotas, may be unknowingly(More)
Executive Summary Customer-contact workers routinely face competing expectations from management and customers. While management expects customer-contact workers to follow their rules in order to provide efficient and consistent high-quality service, customers often have needs and requests that require customer-contact workers to bend the rules in order to(More)
This research examines the impact of education on the ethical decision-making outcomes of adult learners in the area of information technology (IT). This study sheds light on the research question “Does IT ethics education make a difference?”, and more specifically, “Do ethics courses influence decisions regarding IT ethical issues in adult learners?” In a(More)
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