The theory of customer service is based on identifying and satisfying your customers' needs and exceeding their expectations. A company must be totally committed to delivering consistently high standards of service to gain and retain customer loyalty. Everyone from top management on down must be tuned into what the customer wants. Creating a customer service culture within a company can help build success. Customer satisfaction and loyalty are inextricably linked to the quality of customer service
Words: 9114 - Pages: 37
Final PDF to printer 2 Values, Attitudes, Emotions, and Culture: The Manager as a Person LEARNING OBJECTIVES After studying this chapter, you should be able to: 1 Describe the various personality traits that affect how managers think, feel, and behave. [LO 2-1] 4 Describe the nature of emotional intelligence and its role in management. [LO 2-4] 2 Explain what values and attitudes are and describe their impact on managerial action. [LO 2-2] 5 Define organizational
Words: 17700 - Pages: 71
there is no one best way to learn. Maybe you have trouble paying attention to a long lecture, or maybe listening is the way you learn best. You might love classroom discussion, or you might consider hearing what other students have to say in class a big waste of time. Perhaps you have not thought about how college instructors, and even particular courses, have their own inherent styles, which can be different from your preferred style of learning. Many instructors rely almost solely on lecturing; others
Words: 4698 - Pages: 19
LDR/531 isn’t available until Sep. 03 and has 30 questions. LDR 531 FINAL EXAM PREP 1) Mintzberg concluded that managers perform 10 different, highly interrelated roles. Which of the following is one of the broad categories into which these roles might be grouped? A) intrapersonal B) institutional C) decisional D) affective E) reflective 2) Over the past two decades, business schools have added required courses on people skills to many of their curricula. Why have they done this? A. Managers
Words: 96939 - Pages: 388
QuickMBA / Strategy / Porter's 5 Forces Porter's Five Forces A MODEL FOR INDUSTRY ANALYSIS The model of pure competition implies that risk-adjusted rates of return should be constant across firms and industries. However, numerous economic studies have affirmed that different industries can sustain different levels of profitability; part of this difference is explained by industry structure. Michael Porter provided a framework that models an industry as being influenced by five forces. The strategic business manager
Words: 16997 - Pages: 68
INSTITUTE OF PROFESSIONAL EDUCATION & RESEARCH, BHOPAL Winter Project On “Job Satisfaction with reference to Compensation” “A Study of Nationalized and Private Bank” Submitted for the Partial fulfillment of the requirement for the Degree of Post Graduation Diploma in Management in Human Resource Department Submitted To: Prof. Amit Tiwari HRM Faculty, IPER Submitted By: Pooja Tekwani Trim 2, 2012-2014 ACKNOWLEDGEMENT My liabilities are too copious to enumerate, but the
Words: 8043 - Pages: 33
PDF hosted at the Radboud Repository of the Radboud University Nijmegen This full text is a publisher's version. For additional information about this publication click this link. [http://hdl.handle.net/2066/19379] Please be advised that this information was generated on 2012-09-19 and may be subject to change. Buying Impulses: A Study on Impulsive Consumption Astrid Gisela Herabadi Buying Impulses: A Study on Impulsive Consumption Astrid Gisela Herabadi PrintPartners
Words: 19590 - Pages: 79
2 LEARNING OBJECTIVES After reading this chapter you should be able to •• describe the basic characteristics of culture and explain how cultural dimensions can be used in global HRM, •• describe how the institutions of society can shape HRM policies and procedures, •• discuss the possibility of the convergence of HRM across countries, •• explain how the heritage of state socialism continues to influence the context of HRM in transition economies, and •• discuss the effects of cultural and
Words: 9323 - Pages: 38
language learning of 125 Thai undergraduate students in the last year of their study in International Business Management and Hotel Management at a university in Thailand. According to the programme requirement, these students have to study at least five selective English courses after passing the three compulsory foundation English courses. In response to the closed and open-ended questionnaire, 32 students perceived themselves as failures in English language learning and usage though obtaining highly
Words: 6537 - Pages: 27
mode of transport in Maldives. However no one knows exactly when the business emerged. Initially the service was provided with the use of central frequency by all operators of the business, however now each center has its own frequency. The porter’s five forces indentified that since there are number of taxi operators throughout Maldives and their prices being similar could create threat for existing competitors. Indirect
Words: 9510 - Pages: 39
