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Summary Of The Cineplex Undercover Boss

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After watching the Cineplex Undercover Boss episode in which Ellis Jacob the CEO of Cineplex goes undercover as an employee to see the operations at the theatres, I can stat that Cineplex does view its company as an upside-down pyramid (management pyramid), and that Cineplex believes the frontline workers are the most valuable they have.
Firstly, this episode showed why having good operating workers is very important. In the show there was an angry customer and the employee handled the situation very well. If the employee didn’t care about the customer, the customer would have left angrily. So now, with the internet connecting so many people an angry customer could easily write a bad review and it would damage a company’s reputation. But,

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...Marketing Management, Millenium Edition Philip Kotler Custom Edition for University of Phoenix Excerpts taken from: A Framework for Marketing Management, by Philip Kotler Copyright © 2001by Prentice-Hall, Inc. A Pearson Education Company Upper Saddle River, New Jersey 07458 Marketing Management Millenium Edition, Tenth Edition, by Philip Kotler Copyright © 2000 by Prentice-Hall, Inc. All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher. Compilation Copyright © 2002 by Pearson Custom Publishing. This copyright covers material written expressly for this volume by the editor/s as well as the compilation itself. It does not cover the individual selections herein that first appeared elsewhere. Permission to reprint these has been obtained by Pearson Custom Publishing for this edition only. Further reproduction by any means, electronic or mechanical, including photocopying and recording, or by any information storage or retrieval system, must be arranged with the individual copyright holders noted. This special edition published in cooperation with Pearson Custom Publishing Printed in the United States of America 10 9 8 7 6 5 4 3 2 1 Please visit our web site at www.pearsoncustom.com ISBN 0–536–63099-2 BA 993095 PEARSON CUSTOM PUBLISHING 75 Arlington Street, Suite 300, Boston, MA 02116 A Pearson Education Company SECTION ONE Understanding Marketing Management Marketing in...

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