LEARNING ISSUES 1.<Tab/>What is Cognitive Dissonance and how it happens? According to Steven L. McShane and Mary Ann Von Glinow in the Organizational Behaviour book had mentioned that emotions and attitudes usually lead to behaviour, but behaviour sometimes influences our attitudes through the process of cognitive dissonance. Cognitive dissonance occurs when we perceive an inconsistency creates an uncomfortable tension (dissonance) that we are motivated to reduce by changing one or …showed first 75 words of 4579 total…

…showed last 75 words of 4579 total…the relationship between James-William client and Bob's officemate. It is also for the sake of the company's good atmosphere and to ensure performance stability in the long-term. VII.<Tab/>REFERENCES Adam, M.I. and Maxwell, G.A. (1995), "Hospitality management in the 1990s", In Teare, R. and Armistead, C. (Editors), Services Management: New Directions, New Perspectives, Cassell, London. Philip Kotler (2004) Marketing Strategy, Prentice Hall Robert S. Pindyck (2004) Microeconomics 5th edition, Prentice Hall