Referencing Styles : Harvard What is wrong here—with Janice’s attitude and with the organisational system? How do you think attitudes like Janice’s impact on other employees, on the supplier–customer chain and on the organisation’s outcomes? What do you think should be done to make Janice more aware of her responsibilities toward the organisation’s customers? Why is it necessary that she understands that she has a very definite role to play with regard to customer service? How can these problems be overcome?