Chap013 Alternative
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Service recovery occurs when an organization solves a customer's problem following a service failure to regain their trust. Service breakdowns happen when the delivered product or service does not meet customer expectations due to issues like unmet promises, missed deadlines, or inadequate service. Reasons for customer defection include poor service, unresolved complaints, unmet needs, unfair treatment, and inadequate systems. Organizations can prevent dissatisfaction by thinking like customers, pampering them, respecting them, focusing on them, and exceeding their expectations when implementing service recovery strategies such as apologizing, taking immediate action, showing compassion, providing compensation, and following up. Roadblocks to effective service recovery include not listening, lacking respect, poor communication, outdated tools and
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https://help-desk-migration.com/service-gap-analysis/
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The document discusses the roles and powers of the President and executive branch, including the President's roles as chief of state, diplomat, executive, legislator, commander-in-chief, and party leader. It also covers the Vice President, Cabinet, and various executive agencies. The size of the federal bureaucracy is discussed, with over 2.7 million civilian employees working across different departments and agencies.
Liberties
The document discusses civil liberties in the United States Constitution. It provides context on the Bill of Rights and how it protects individual freedoms such as freedom of speech, press, religion, and protections from unlawful search and seizure. It also discusses ongoing debates around balancing individual rights with societal interests and national security, including discussions on the USA PATRIOT Act and presidential powers in times of war or crisis.
Policy Creation
The document discusses the definition and process of public policymaking in the United States. It defines public policy as plans or actions by the government that address domestic issues of national importance. It then outlines the 5 main steps in the policymaking process: 1) agenda setting, 2) policy formation, 3) policy adoption, 4) policy implementation, and 5) policy evaluation and change. Societal issues and problems are the main catalyst for getting items onto the public policy agenda.
Health Policy
The rising cost of health care in the US is largely due to the country's private health insurance system, according to economist Paul Krugman. As health insurance premiums and costs increase much faster than inflation, more Americans are unable to afford coverage. While market forces aim to reduce costs through competition, in health care these have failed due to inelastic demand for services and limited price transparency. Health policy influences economic policy by determining how much households and businesses must spend on health insurance and care, affecting overall inflation and GDP.
Foreign Policy
The document discusses the key factors that influence the formulation of US foreign policy:
1) Institutions such as the executive branch, Congress, and various government agencies and bureaucracies play a role in both creating and implementing foreign policy. This process can involve struggles between the branches.
2) Ideas like moralism, realism, and neo-realism shape how policymakers view America's role in the world and its national interests.
3) Domestic and foreign interests, including defense contractors, also exert influence through lobbying and advocacy. Of these factors, institutions have the greatest formal role in actually creating foreign policy.
Foreign Policy
The document discusses the key factors that influence the formulation of US foreign policy:
1) Institutions such as the executive branch, Congress, and various government agencies and bureaucracies play a role in both creating and implementing foreign policy. This process can involve struggles between the branches.
2) Ideas like moralism, realism, and neo-realism shape how decision-makers view America's role in the world and its national interests.
3) Domestic and foreign interests, including defense contractors, also exert influence through lobbying and advocacy. Of these factors, institutions have the greatest role in actually creating foreign policy.
Economic Policy
The document discusses different economic goals, theories and policies of Democrats, Republicans and other groups. It covers various types of capitalism and economic systems, as well as the influence of corporations, interest groups and government institutions on policy creation. Key economic indicators and theories around supply and demand, laissez-faire, Keynesian and supply-side economics are also examined.
Social Policy
The document discusses social policy approaches to income maintenance and poverty in the United States. It notes that while the US has the largest economy, it ranks poorly compared to other developed nations in measures of health, living standards, and poverty. There is an emphasis on individual responsibility and minimal government assistance in the US due to ideological beliefs. Government programs that do exist, like Social Security, are resistant to change and focus more on social insurance than means-tested aid. Welfare reform in 1996 aimed to change behaviors of the poor through work requirements and time limits on assistance, though its overall success in reducing poverty remains unclear.
Foreign Policy2
The document discusses several topics related to US foreign policy including:
- Eras of US foreign policy from isolationism pre-WWII to the post-9/11 era.
- Principles of American foreign policy in the 21st century focus on ensuring freedom and security for all.
- An examination of the Iraq war including justification for invasion, strategy, critique of staying the course policy, and slow institutional change.
- Issues related to the war on terrorism including defining the enemy and determining an end.
Education Policy
The No Child Left Behind (NCLB) policy aimed to improve education by requiring annual student testing, teacher quality standards, and school accountability. However, it has not fully addressed racial disparities. Test scores and graduation rates remain lower for minority students, and high-minority schools are still more likely to have underqualified teachers. While NCLB increased standards, it has not yet achieved equal educational opportunities for all students.
The Judicial Branch
The document discusses the structure and functions of the US judicial branch. It explains that federal courts handle cases involving violations of federal law and disputes between states. It also discusses the different levels of federal courts, from district courts to circuit courts to the Supreme Court. The document also covers judicial philosophies like judicial activism versus restraint and how Supreme Court rulings can act as de facto law through precedent.
British Legacy
The document summarizes the history of the 13 British colonies in North America from their founding in the late 1600s through the American Revolution and creation of the US Constitution. It outlines the colonists' grievances with British rule including taxation without representation. It then discusses the road to independence including the Continental Congresses and the Declaration of Independence in 1776. It briefly describes the weaknesses of the Articles of Confederation and the calling of the Constitutional Convention in 1787 to address these issues and create a new framework for government.
Workshop Demo Sept 14 2009
The document outlines a demo presentation for September 14, 2009 that contains 6 main points. It also mentions adding subtitles and content for an "FYE Culinary Arts Video".
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