You work in the HR office of a large urban department store. The store's sales have been very flat over the past three years. The sales figures are also substantially lower than sister stores of the same company in different cities. In order to understand why this is occurring the company engaged in several initiatives, including the distribution of a survey to all customers with store accounts. There was a relatively high response rate to the survey, and the results gave store management pause. The survey included the following question: On a scale of 1 to 10 (with 10 being the highest score), are you satisfied with the courtesy that store sales staff shows you when you are shopping? The average score was 5.4%. This was a substantial decline from the 8.6% score two years ago. Another question was: On a scale of 1 to 10 (with 10 being the highest score), do store sales staff provide prompt service when you are looking for products you might like to purchase? The average score was 4.9%. Again, this had declined from the high point of 9.1% two years ago. Both of these results were consistent with less systematic feedback the store