Imagine you just bought a cable installation company that routinely treats its residential customers poorly. You want your company to satisfy customers but it promises a certain connectivity speed that isn't realistic in most homes. It says it will send repair people within a certain time window, but when they get tied up and are running late, no one calls the customers. You hear complaints every time you answer the phone. What approach would be most likely to resolve your cognitive dissonance?
a. You can purchase and start to use new software for scheduling repairs and calls.
b. You can stop answering the phone.
c. You can quit this job and go to work in another industry altogether.
d. You can continue to believe in customer service but not make changes.