Kwame, rosalinda, and sven work at security first trust and national reserve, a medium-sized bank with 240 branches in eight states. kwame works as a teller. rosalinda works as one of five regional supervisors, each of whom is expected to supervise a team of tellers. kwame recently received instructions from his supervisor that all tellers will be evaluated on the number of people they assist at their window per day. serving more customers means higher performance effectiveness. however, kwame is also expected to follow the bank's number-one goal of customer satisfaction. rosalinda is facing her own challenges. two of the regional supervisors suddenly left the bank for other opportunities, resulting in a significant increase in work responsibility and time pressure for rosalinda and the remaining two supervisors. just two days before the two regional supervisors quit, the bank hired sven as a supervisor trainee. with the bank suddenly short-handed, sven was asked to take up all the responsibilities of a regional supervisor. he has been given very few instructions or guidelines about how things are supposed to be done. instead, the bank expects him to learn on the job. kwame, unable to meet both types of expectations associated with his role, is facing