...highest of any card issuer so far. American Express has about 65,000 employees around the world to enhance the quality of service. To increase the superiority of humongous amount of employee Amex established American Express Learning center, where employee get training to increase their quality. Analysis American Express set up a learning center for the employee to improve the service of quality which is called American Express Learning Network (AELN). AELN’s customer service training program provided two types of application theories, one is learning theory and another is goal setting theory. The aim of AELN is to train their each employee to provide great customer service to existing customer and future customer. According to Harrison, AELN’s vice president (VP), primary learning for customer care employees, how they are introducing themselves toward customer and how they make sure customer that security level of all customer information is secured (p. 215). The training programs involve solving customer problem whether it is quarries of clients, a credit card replacement issue, a request for information, or some other issue. AELN would provide for employees both technical and soft skills training. Technical training would provide the customer service experts to get a better knowledge of...
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...sell, and the percentage depends on the price of the item (Hellriegel & Slocum, 2011). One of the top salespeople at the company can make 20 to 25 calls an hour (Hellriegel & Slocum, 2011). This kind job of could be hard on a person if he or she is not very customer oriented. Joe should use the social learning theory to help his employees understand the importance of how people form perceptions and make attributions. Joe could use several methods apply this theory to help improve the employee’s performance. Joe could also gather a clearer understanding of self efficiency, and this would help him hire people who will be successful. Incorporating social learning theory into his company and helping his employees have a better understanding of how people work will help Joe’s company become even more successful. Discuss why Joe’s employees need to understand the importance of how people form perceptions and make attributions. Knowing how people form perceptions and make attributions is important because it will enhance the number of customers who shop with the company. Joe should inform his employees that the success of the company depends on the customer’s perception of the company and its employees. Customers will form perceptions and make attributions based on the actions of the employees. Duggan (2012), “Perception describes the way...
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... Critically analyse the role of operant learning in explaining consumer behaviour. Consumer behaviour is the process, in which focuses on the way how individuals or groups make decisions in order to satisfy their needs and desires, included search, purchase, evaluate and disposal of products or services (Solomon, 2011). Moreover, operant learning (or instrumental learning) is presented by Skinner (1953), based on Thorndlike’s law of effect which emphasises that a pleasant outcome tends to encourage the repetitive responses in that similar situation again and vice versa. Whereas the involuntary and simple responses are elicited in classical conditioning, Skinner’s theory is useful to explain complex and conscious consumer behaviours because of consequences happening after the behaviour. Therefore, this paper is going to examine the role of operant learning in the produce of purchasing behaviour in case of contingences reinforcement. The role of positive reinforcement in operant learning can clarify the habitual purchasing consumer behaviour. As acknowledged, operant behaviour is influenced by the outcome of the behaviour itself. It is indicated that satisfaction is formed as hedonic reinforcement as a result of utilitarian consequence of buying and consuming economic goods (DiClemente and Hantula, 2003; Foxall). It means that consumers learn from the previous involvement with the product which creates the satisfaction. Thus, customers tend to perceive the feeling of contentment...
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...software is out now more than ever before. The Engaged Learning system will have many competitors who have been already exist in the industry. These learning systems have been proven to help you learn more outside the classroom. The direct competitors for the Engaged Learning are consisting of other educations software companies such as Pearson, Cengage Learning, McGraw Hill Education/Connect, iSpring, and Articulate. Indirect Competitors include Blackboard, Moodle, Edmodo, Cornerstone, and Schoology. Competitor Location and Accessibility Competitors are mostly online, which means it is very accessible to all customers. The technology is getting better and better, that means people are very used to searching or learning anything they want to know through internet. The official website for Pearson showed that the main office is located in London and the United States office is located in New York. Pearson is a worldwide company that also set up some offices at Americas Region, Asia-Pacific Region, and Europe, Middle East, Africa Region. Cengage Learning's main company office is located in Boston, but not only has one location, but they also have many offices located in North America, Latin America, and Asia Pacific. McGraw-Hill Education/Connect company as well. The main office is located in Boston and other few cities in United States. McGraw-Hill Education International has offices in forty-four countries for people from all over the world to be able to access their contents...
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...Learning by Supplying Juan Alcacer Joanne Oxley Working Paper 12-093 April 20, 2012 Copyright © 2012 by Juan Alcacer, Joanne Oxley Working papers are in draft form. This working paper is distributed for purposes of comment and discussion only. It may not be reproduced without permission of the copyright holder. Copies of working papers are available from the author. Learning by Supplying Juan Alcacer Harvard Business School Joanne Oxley Rotman School of Management University of Toronto Abstract Learning processes lie at the heart of our understanding of how firms build capabilities to generate and sustain competitive advantage: learning by doing, learning by exporting, learning from competitors, users, and alliance partners. In this paper we focus attention on another locus of learning that has received less attention from academics despite popular interest: learning by supplying. Using a detailed panel dataset on supply relationships in the mobile telecommunications industry, we address the following questions: What factors contribute to a firm’s ability to learn by supplying and build technological and market capabilities? Does it matter to whom the firm supplies? Is involvement in product design important, or is manufacturing the key locus of learning? How does a supplier’s initial resource endowment play into the dynamic? Our empirical analysis yields interesting findings that have implications for theory and practice, and that suggest new directions for future...
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...------------------------------------------------- Learning Culture and Training at Sahali Professional Hearing Services ------------------------------------------------- Abstract Discovering Learning Assignment for HRMN 4840_01 Table of Contents Introduction p.3 Learning Style p.3 Learning Organization p.5 Motivation p.7 Training Needs Analysis p.8 Recommendations p.10 Conclusion p.11 References p.12 Introduction The CEO of Sahali Professional Hearing Services (SPHS), located in Kamloops, British Columbia has hired me to work with their company as a learning consultant and a trainer. Their business is a hearing practice with the purpose of providing the highest standard of care and most innovative technology to their patients as they guide their patients through the process from hearing loss to hearing (Sahali Professional Hearing Services, 2013). I am personally interested in the hearing practice industry because of a close friend who has profound hearing loss and has always found it difficult to find an audiologist trained well enough to understand his needs and wants, and program a hearing aid to a satisfactory level. I am interested in SPHS because their website shows they understand the important roll training plays in being able to uniquely help and understand their clients. Learning Style Based on the Kolb model, my learning style is converging (McLeod, 2010), and the Vark model shows my learning style to be kinesthetic...
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...describes how successful and effective HR people are, and explains what HR people do and how they deal with every situation of their profession, and set out required targets to reach the, skills, behavior and knowledge required. It supports HR in every step of their career. The Human Resources map is divided into ten professional areas and eight behaviors, which describe what you need to do, and what you need to know, so that you can focus on the areas in which is most relevant to your role, and what will be your next career’s steps. There are eight professional areas and two core professional areas. The eight professional areas are, • Organisation design, • Organisation development, • Resourcing and talent planning, • Learning and development, • Performance and reward, • Employee engagement, • Employee relations, • Service delivery, • Information These areas identify the activities, and knowledge that is needed to provide experienced support in HR. And the two core professional areas are; • Leading HR • Insights,...
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...were able to adapt and get attached to client's lives in order to increase their sales. The employees related themselves to their customers and made difference to the company's business. Joe offered a good example to the industry that how the customers, employees and the organization benefits by using the perceptions , attribution principals, and learning theory of organization and behavior practices. 1. Discuss why Joe’s employees need to understand the importance of how people form perceptions and make attributions. Perception is defined as a process by which individual selects, organizes, interprets and responds to information. Attribution is how individuals understand and explain causes of behavior and events including the behavior of themselves and of others. (wikipedia.gov). Perceptions & Attributions play a key role in a business and it can lead to making a sale or losing a sale. The customers perception and attributions helps the sales professional to control and understand how a potential customer perceives them and also the product he is attempting to sell. This is considered as impression management (Hellriegel and Slocum. 2011. pp.117). Success for a salesperson often lies in the nuances of social behavior and the skills for building relationships and controlling another person’s perception. Convincing the customer in perceiving that the product is of great value and the product is worth the money spent is important in the sales process and is...
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...business models. One of the predominant new business models available is zero time organization. Using this model, a company is able to surpass the competition and distinguish itself by building value with their customers. Zero Time Organization Defined Zero Time Organization is defined as an organization designed around responding instantly to customers, employees, suppliers, and other stakeholder demands. (Pearlson & Saunders, 2012) According to Keri Pearlson and Carol Saunders, in Managing and Using Information systems, zero time organizations must master five key principles: * Instant value alignment * Instant learning * Instant involvement * Instant adaptation, and * Instant execution These key principles can also be described as: * Zero-value-gaps * Zero-learning-gaps * Zero-management-gaps * Zero-process-gaps, and * Zero-inclusion-gaps (Yeh & Pearlson, 1998) For the purposes of this paper, the names on the second list of principles will be used. The main characteristics of zero time are that an organization has the capability to anticipate and address customer needs; each employee within the company has control over their section of production; and each of the company’s products and services is geared toward customer satisfaction and quality. According to Raymond Yeh, “Zero Time is not only about the compression of time. It's about the...
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...patronize the establishment. Post 79 is an established restaurant that strives to provide a superior experience to its patrons. There are many areas in which Post 79 can improve the customers’ encounter through innovative changes. One of these innovations that could enhance the consumers’ encounter is introducing technology at the tables through the placement of tablet devices in which the consumer can choose to interact with their servers, view the food and drink options, leave feedback, pay for their meals, as well as use it to listen to music or surf the web. Opportunity In America today people have become preoccupied with technology and all that it can do for an individual. Apple’s quarterly revenue rose 26% and rang in at $37.5 billion in September 2013 (Apple Press Info, 2013). IBM, which is a technology giant that provides software to businesses across the globe, has shown nearly an 11% earnings growth in 2013 (NASDAQ, 2013). Although not everyone may desire to incorporate this into their dining experience, there is a large amount of people that would and it could actually open the door to a whole different crowd. Bringing an established organization into the present and preparing them for the future takes a very gentle touch. It is important to not alienate the conventional customers that are already satisfied with the way things are while at the same...
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...involves the recognition and interpretation of stimuli which register our senses. It relates to how we make sense of our environment and sensation refers to basic stimulation of the sense organs. Understanding the perception of people is essentially important. The role that perception of a customer plays in a business transaction is very much significant for the growth of the organization, as it is due to the perception of an individual which affects the outcomes of the conclusion that an individual draws on a particular good, product or service (Wilson & Rookies, 2000, p. 2-3). In the case study of Joe Salatino, the President of Great Northern American, it is evident that the understanding of the perception of the customers is essentially important for the employees working in Joe’s firm. As it is acknowledged before, the firm of Joe Salatino is a marketing firm that deals with selling and providing goods and services to more than 60,000 customers and offices in the United States of America. The firm is comprised of 30 sales team employees, who work efficiently towards achieving the major goals of the organization, Great Northern American. Due to the still completion in the market from the...
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...Chapter 01 Creating Customer Relationships & Value through Marketing Multiple Choice 1. Which airline was the first to fly the Airbus A380? a) Japan Airlines b) Singapore Airlines c) Cathay Pacific Airways d) Emirates e) China Eastern Airlines Ans: b Feedback: Singapore Airlines’ first in flying the Airbus A380 allows it to be perceived as a trendsetter. Page: 3 Learning Objective: 2 2. What is KrisWorld? a) It is a religious weapon used for prayer ceremony. b) It is a dance club offering trance music. c) It is a courier service offering delivery within 24 hours worldwide. d) It is the individualized in-flight entertainment system of Singapore Airlines. e) It is a series of travel guide books produced by a company in Singapore. Ans: d Feedback: Singapore Airlines found customization and choice in in-flight entertainment to be important to airline customers. Page: 3 Learning Objective: 2 3. What is the basic concern of airline customers? a) Moving in good time from point A to point B. b) Having more leg room in the plane. c) More products for in-flight shopping. d) Nice food and drinks. e) Beautiful air stewardess. Ans: a Feedback: Moving in good time from point A to point B is the basic concern of airline customers and that is why Singapore Airlines emphasizes the reliability and punctuality of its flight operations. Page: 4 Learning Objective: 1 4. What is one method used by Singapore Airlines to find out about customers’ views of the company’s...
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...Google, Facebook and YouTube are all innovative, and each company has succeeded because it provided value to its customers. True False 2. Marketing is an activity that only large firms with specialized departments can use. True False 3. Good marketing is not a random activity. True False 4. Understanding a market's needs and wants is fundamental to marketing success. True False 5. Marketers would prefer to sell their products and services to everyone but it is not practical to do so. True False 6. The four Ps include persistence, promotion, presence, and performance. True False 7. Thoughts, opinions, philosophies and intellectual concepts fit the concepts of neither goods nor services, and they cannot really be marketed. True False 1-1 Chapter 01 - Overview of Marketing 8. The goals of marketing promotion are youth, style, and sex appeal. True False 9. The group of firms that makes and delivers a given set of goods and services is known as a supply chain. True False 10. Value is what you get for what you give. True False 11. In co-creation, the customer is involved as a collaborator in the creation of a product or service, which provides additional value to the customer. True False 12. Value-based marketing supports developing long-term customer loyalty. True False 13. During the past decade or so, marketers have begun to realize that they need to think about their customer orientation in terms of transactions rather than relationships. True False 14. In value-based marketing firms...
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...Social Learning Theory and Perception NAME Strayer University Online Business 520 Dr. Irene Zoppi 4 November 2012 Social Learning Theory and Perception Case Study Discuss how Joe could address the importance of understanding how people form perceptions and make attributions about others with his employees. Joe Salantino, as the President of the Great Northern American, has the charge of creating a successful sales force. A successful element in creating this successful sales force is the understanding of the perception of the sales team. According to Hellriegel & Slocum, perception “is the declaration of the way individuals sift, arrange, and interpret sensory information”. (Hellriegel & Slocum, 2011). It is Joe’s responsibility constantly assess the team develop a model and atmosphere that reflects his idea of type of people he envisions for his sales team. Also, this would include the development of a model for his sales team to use to screen customers and create a repeat customer base, which according to the case study, he believes is critical to become a top performer. Joe’s model should consider various internal and external factors that coincide with the vision that he believes makes up a successful sales force. The internal factors include learning, personality and motivation while the external ones consist of size, contrast, repetition, and intensity. These factors must be conveyed to the sales...
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...DISTANCE LEARNING & OVERSEAS BLENDED COHORTS 12/3/2014 TT poojitha Contents Abstract 2 Introduction 3 Case Study 6 Market Analysis and Strategy 8 Findings 10 Conclusion 11 References 12 Abstract This paper identifies and discusses real-world strategic issues in making distance learning a “Win-Win-Win” for the primary customer(s), the general public, and the engineers. The Strata Manufacturing Company and KLASS program is used as a case study. Concepts and issues are discussed generically to promote transfer of key concepts and lessons learned to other distance learning programs. Key areas discussed are strategic vision, strategies for “how to- get-there,” customer focus, market analysis, and findings of companies. Introduction What strategic management needs to be employed and what has to be considered by a company to enhance the skills of employee through distance learning? The strategic management approach for this paper includes the strategies for attaining the organization vision through formulating what is referred to as strategic vision. These concepts are discussed in general and for an efficient aerospace engineer distance learning program. The distance learning program chosen is KLASS (Knowledge and Learning in Advanced Supply Systems) which supports the learning of individuals and organizations in the automotive and aerospace industries. The distance learning and its market opportunities are addressed, as this is one of the major reasons...
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