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The document discusses the importance of communication and customer service in organizations. It introduces the topics and states that the main purposes of communication and customer service are to keep everyone informed and find out how to help customers with problems. The literature review shows that open-mindedness and respect are important for effective customer service and group work. The conclusion is that the research and the author's personal thoughts align that guidelines are needed to help organizations improve communication and customer service.
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Media audit1
A survey was conducted among mainstream media journalists in Delhi and Mumbai who cover the pharmaceutical industry. The survey found that:
1) Ranbaxy, Dr. Reddy's, and Pfizer are the top pharma companies in terms of media recall.
2) Price control, patents, and new product launches are the most prominent issues in media coverage of the pharma industry.
3) Glenmark and Ranbaxy are seen as the fastest growing companies, while no companies stood out as most credible. Glenmark and Dr. Reddy's were seen as the most innovative, but the media was unaware of the best companies to work for.
Shamma CV
Shamma Jumah al-Dhaheri is an Emirati educator seeking a position to develop her skills and apply her abilities. She has a Bachelor's degree in education from HCT Al Ain Women's College and teaches grades 1-4. Her experience includes teaching kindergarten and primary classes, developing lesson plans, assessing students, and maintaining classroom management. She is a native Arabic speaker with intermediate English skills.
Running Head Dissertation of Service Quality Improvement .docx
Running Head: Dissertation of Service Quality Improvement 1
Dissertation of Service Quality Improvement 2
DISSERTATION OF SERVICE QUALITY IMPROVEMENT
Lusciano Foster
Ashford University
Business Research Methods & Tools (NAG1428A)
BUS642
Loay Alnaji
July 20, 2014
Dissertation of Service Quality Improvement
A research proposal for a possible dissertation entails keen consideration of peer-reviewed articles to establish the possibilities given regarding the topic. Problems, purpose and, hypothesis of the research are to be established to guide during the research. Planning dissertation research for a business follows a format that gives prospectus clients or supporters a vivid view of the reasons and importance of the research.
Service quality improvement has been a critical issue to most business setting, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services in addition, undermining the best methods to offer their customers with quality services. In such cases, customers feel unsatisfied and not treated in a manner they would like to be handled. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Every business should focus on how to improve their services in order to retain their customers and gain more customers.
Customers view value as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services that are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Most business organizations suffer low profit because their services do not meet customers’ expectations. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor, in order to improve their profits (Loshin, 2011).
This research will help to identify means of improving service in business organizations. Quality need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them (Hernon, 2011).
Ethics has become a keystone for carrying out successful and significant research. Due to this, the ethical conduct of individual researchers is under unprecedented analysis (Best & Kahn, 2006; Field & Behrman, 2004; Trimble& Fisher, 2006). Some of the ethical concerns likely to be experienced when conducting research are ex.
THE ROLE OF STAFF IN SERVICE COMPANY-1.pptx
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2) The "Services Marketing Triangle" which illustrates the importance of internal marketing to employees, interactive marketing with customers, and external marketing. All three sides must be aligned for effective service delivery.
3) Strategies for developing a strong service culture and empowering employees to deliver quality customer service, such as hiring the right people, training, measuring service quality, and treating employees as customers.
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A survey was conducted among mainstream media journalists in Delhi and Mumbai who cover the pharmaceutical industry. The survey found that:
1) Ranbaxy, Dr. Reddy's, and Pfizer are the top pharma companies in terms of media recall.
2) Price control, patents, and new product launches are the most prominent issues in media coverage of the pharma industry.
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Shamma CV
Shamma Jumah al-Dhaheri is an Emirati educator seeking a position to develop her skills and apply her abilities. She has a Bachelor's degree in education from HCT Al Ain Women's College and teaches grades 1-4. Her experience includes teaching kindergarten and primary classes, developing lesson plans, assessing students, and maintaining classroom management. She is a native Arabic speaker with intermediate English skills.
Running Head Dissertation of Service Quality Improvement .docx
Running Head: Dissertation of Service Quality Improvement 1
Dissertation of Service Quality Improvement 2
DISSERTATION OF SERVICE QUALITY IMPROVEMENT
Lusciano Foster
Ashford University
Business Research Methods & Tools (NAG1428A)
BUS642
Loay Alnaji
July 20, 2014
Dissertation of Service Quality Improvement
A research proposal for a possible dissertation entails keen consideration of peer-reviewed articles to establish the possibilities given regarding the topic. Problems, purpose and, hypothesis of the research are to be established to guide during the research. Planning dissertation research for a business follows a format that gives prospectus clients or supporters a vivid view of the reasons and importance of the research.
Service quality improvement has been a critical issue to most business setting, rendering them to provide poor services. They focus on spending a lot of money on ill- conceived services in addition, undermining the best methods to offer their customers with quality services. In such cases, customers feel unsatisfied and not treated in a manner they would like to be handled. Excellent service is an important approach because customer’s loyalty and satisfaction is improved. Every business should focus on how to improve their services in order to retain their customers and gain more customers.
Customers view value as the profit acquired from the trouble encountered such as unfriendly employees, high prices, services that are not attractive and locations that are not convenient to them. With excellent services, profit maximization of the company is improved and customer’s burdens on non-price issues are minimized. Most business organizations suffer low profit because their services do not meet customers’ expectations. Prior researches have concentrated on how services can be measured and nature of customer’s expectations without considering the service quality improvement factor, in order to improve their profits (Loshin, 2011).
This research will help to identify means of improving service in business organizations. Quality need to be described by the customer, whereby it should conform to his or her specification. Most company’s view quality as conformance to organization specifications and this research will help to solve this problem by identifying the best methods of delivering quality service. This research will help to address the questions on how to respond to customers and taking care of them (Hernon, 2011).
Ethics has become a keystone for carrying out successful and significant research. Due to this, the ethical conduct of individual researchers is under unprecedented analysis (Best & Kahn, 2006; Field & Behrman, 2004; Trimble& Fisher, 2006). Some of the ethical concerns likely to be experienced when conducting research are ex.
THE ROLE OF STAFF IN SERVICE COMPANY-1.pptx
The document discusses the roles of staff in service companies. It notes that staff are the face of the company and interface directly with customers, playing a vital role in customer service and satisfaction. Staff help shape company strategies based on customer needs and ensure services are delivered according to standards. They represent the brand and can impact perceptions of quality. Effectively understanding and meeting customer needs is key to their roles in building loyalty and competitive advantage for the company.
Consumer trust in a post-truth world: Exploring a trust repair vis-à-vis ser...
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Find attached slides presenting interim results of my Academy of Marketing funded research that I presented at the Business School, Faculty of Management, BU staff seminar series. Week #9 Chap11 Mgt 489
The document discusses key aspects of delivering quality service, including:
1) The critical role that employees play in creating customer satisfaction and delivering excellent service. Employees are at the frontline and represent the brand.
2) The "Services Marketing Triangle" which illustrates the importance of internal marketing to employees, interactive marketing with customers, and external marketing. All three sides must be aligned for effective service delivery.
3) Strategies for developing a strong service culture and empowering employees to deliver quality customer service, such as hiring the right people, training, measuring service quality, and treating employees as customers.
Delivering And Performing Service
The document discusses strategies for creating customer-oriented service delivery. It focuses on aligning internal marketing, interactive marketing, and external marketing represented by a services triangle. It examines challenges for boundary-spanning employees and provides examples of strategies organizations can use to develop a service culture, such as hiring the right people, providing support, retaining top performers, and developing service-oriented internal processes. The strategies aim to empower employees to deliver excellent customer service.
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Respond110Please use APA and respond 200 words or more plus 2 .docx
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Please use APA and respond 200 words or more plus 2 ref to both
Publix can utilize social media as a means to develop their brand relationship by following 6 suggested tips for marketing via social media…according to a blog these tactics are useful information to help consumers locate your goods and services online. Publix should create a social media page because 90% of business owners truly believe social media plays a big role in marketing and about 95% are using Facebook and publish dynamic content by providing information to your customers about the products and services you provide by providing this piece of information to your customers about the products and services you provide by providing this piece of information customers are more than likely to spread the news via word or mouth (N.A. , 2013). Also, take a lot of photos of your products to help create exposure, optimize for local search meaning make yourself (company) accessible on local business directories and on google, and finally go mobile by publishing a mobile version on your company because if someone is unfamiliar of their surrounding they will not know if their close to your business (N.A., 2013). The mobile app will allow customers to create shopping lists, come up with meals to cook and save money (N.A., Publix, 2017).
According to the textbook, companies can be extremely successful on social media by offering customers a forum for exchange of likes and dislikes, codes of behavior, development of congenial and stimulating dialogues leading to friendship based on trust, and encouragement for current participating by more than an exclusive few (Winer & Dhar, 2011). Social media is playing a major role in Publix because they currently have the following social media sites: Facebook, Twitter, YouTube, Instagram and Pinterest resulting in them being able to manage their brand (N.A., Publix, 2017).
Some people believe social media is simply like speed dating because every second and hour you are trying to form a relationship with your customer (N.A., Convince & Convert, N.A). The bottom line is that you are going to get customers who like you product and services and then you are going to get those who are going to cause you more problems.
Respond111
In this discussion I will be writing about how can Publix use social media to assist in the development of brand relationships. Not only for Publix Grocery Stores, but for most of the business social media has become one of the main tool to promote their business, products, and services. Social media can also help the organizations to provide information to citizens, interact, interaction among citizens, and monitor data and information exchange (Matti Haataja, Anne Laajalahti, Jenni Hyvarihen, Incentives and Barriers, 2009).
Publix can use social media to promotes their products, compare prices with their competitors, post coupons, sales, and new products. they can also use social media ...
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Jiezhen ZhuCOMM 100Shelly SprattOct 25, 2019Annotated Bibl.docx
Jiezhen Zhu
COMM 100
Shelly Spratt
Oct 25, 2019
Annotated Bibliography
The Role of Communication in Business Relationships
1. Tourish, D. (2014). Leadership, more or less? A processual, communication perspective on the role of agency in leadership theory. Leadership, 10(1), 79-98.
This article was written by Dennis Tourish that mainly represents the importance of communication in different business relationships (Tourish, 2014). Leadership plays a great role in this context. According to the author, better leadership has remained a popular solution for climate change and business problems. However, communication is one of the best solutions procured by a leader to solve any type of conflict or problem in a business. There has been a growing concern regarding traditional approaches to the subject that have some oppressive power relationships. The main goal of this article was to determine different deficiencies in the leader through which they cannot occupy formal leadership roles.
The methods used by the researcher are based on observation and organizational research methods (Tourish, 2014). Different theories and models have been observed by the researcher to understand the implication of communication in leadership. Different organizational actors have played some formal leadership roles. According to the author, different followers of leader agency have been using false methods to address the problems in the business. There is a need to understand a better method related to communication to solve these matters. A wide range of literature has been conducted by the author in which she has taken different journal articles and books to prove her arguments.
According to the findings of the research, communication of organization are suggested to be the best approach that can be practiced by leaders (Tourish, 2014). Communication is compatible with certain social and business structures. It plays a great role in the construction of organizational actors in which facilitation of disagreement creates conflicts. The author has also emphasized the traditional stress that is created due to the achievement of cohesion in some cases. Communication can be the best resolution for every type of need in the business setting.
2. Lam, C. (2015). The role of communication and cohesion in reducing social loafing in group projects. Business and Professional Communication Quarterly, 78(4), 454-475.
This article, written by Chris Lam is basically related to the role of communication in reducing social loafing (Lam, 2015). Social loafing is a tendency to put less effort when an individual is a part of a group. It basically occurs when there is poor communication between the members of the group. Communication plays a great role in the determination and encouragement of team members. The goals of the project cannot be achieved without the practice of communication in a team. The main aim of the following research article was to investigate the influence of soc ...
Benchmarking Article - 1994
This article discusses why benchmarking, despite its potential, often sits on the sidelines in many organizations. While interest in benchmarking grew after early adopters like Xerox saw success with it in the 1970s-1980s, many companies remain hesitant to engage in benchmarking due to perceived barriers like high costs, long time commitments, and an inability to find comparable processes outside their industry. The article argues that many of these perceived barriers are "myth-perceptions" not backed by reality. It maintains that dispelling these myths could allow companies to realize the "quantum leap improvements" benchmarking makes possible.
Public relation
The document discusses the role of public relations (PR) in relationship management during crisis situations from a relational perspective. It examines how communication can help PR practice of relationship management both internally and externally. Key aspects discussed include control mutuality, trust, commitment, satisfaction in exchange and communal relationships. Several research papers on topics like PR strategy, crisis communication, and relationship management are referenced.
Determinants of customer relationship marketing of mobile services provider...
The International Institute for Science, Technology and Education (IISTE) Journals Call for paper http://www.iiste.org
FOCUS ON BUSINESS PRACTICES 383maintaining visibility in t.docx
FOCUS ON BUSINESS PRACTICES 383
maintaining visibility in the job market are vital to success. As
communication teachers and practitioners, we need to highlight strate-
gies such as these that will best equip our graduates for the global
job market.
References
Gilleard, C., & Hawkins, P. (2004). If only I’d known. Making the most of higher education—
A guide for students and parents. Warwick, UK: Association of Graduate Recruiters
Publication.
Grant, T., & Borcherds, R. (2008). Communicating @ work—Boosting your spoken, written
and visual impact (2nd ed). Pretoria, South Africa: Van Schaik.
Rosa, C. 2007. The effectiveness of the job applicant selection process. Retrieved March 9,
2008, from http://www.mba.co.za/article.aspx?rootid=6&subdirectoryid=1666
Address correspondence to Terri Grant, Professional Communication Unit, School of
Management Studies, University of Cape Town, Private Bag, Rondebosch, 7701, Cape
Town, South Africa; email: [email protected]
A REVIEW OF A TELEPHONE-ADMINISTERED
BEHAVIOR-BASED INTERVIEW TECHNIQUE
Gary C. Oliphant
Stetson University
Katharine Hansen
Quintessential Careers
Becky J. Oliphant
Stetson University
DOI: 10.1177/1080569908321429
THE EMPLOYMENT INTERVIEW is intended to provide insight
into a candidate’s future performance by evaluating the oral responses
to the questions presented by the interviewer. For decades, researchers
have studied many facets of the interview and have produced mixed
results as to the predictive validity of the employment interview
(McDaniel, Hartman, Whetzel, & Grubb, 2007; Posthuma, Morgeson,
& Campion, 2002). Still, interviewing represents the most popular
employee selection method among practitioners. If hiring the right
person for the job is crucial to the success of any organization, why do
employers continue using the employment interview? We offer some
explanations and then describe a technique that has offered promising
predictive results for a Midwestern consulting firm.
Why Use Interviews?
The following are offered as reasons that practitioners continue to use
employment interviews even though academic research has shown
low predictive validity. First, the interview indirectly adds value to the
process beyond that of a selection tool in such areas as recruitment,
public relations, and feedback. Second, managers believe a face-to-
face interview will yield more valid judgments on several observable
interpersonal dimensions of behavior (i.e., interpersonal skills, self-
assurance, and social poise). Third, managers may continue to use the
interview because of company policies, habits, experience, ease, or the
feeling of power. Fourth, the employment interview may be a valid pre-
dictor of performance that academic researchers have failed to replicate.
Recent studies of employment interviews have concluded that struc-
tured interviews offer greater predictive validity (Judge, Higgins, &
Cable, 2000; McDaniel et al., 2007; Weekley & Ployhart, 2006).
Structure.
381
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
Investigate the impact of csr on brand perception. a case study of mtn in nig...
Every organization gets involved in one or the other activities so as to promote their company and its product. As discussed earlier, the MTN requires striving for contribution towards the society’s wellbeing to try and present a favorable business image. The consumers, no more, tend to be examining the corporate feedback to the society seriously. The CSR initiatives by the MTN include the categories of economic empowerment, education and health. Finding out the extent of consumer’s positive perception towards the MTN brand can be enhanced by the CSR initiatives. Even the marketing managers would be benefited by this research as it will be help them preparing marketing plan and strategies based on the results.
Employees' roles in service delivery
The document discusses the critical role of employees in delivering quality service and creating customer satisfaction. It introduces the "services marketing triangle" which illustrates the internal, interactive, and external aspects of marketing in a service organization. The triangle shows that employees are key to both keeping promises to customers and enabling other parts of the organization to set and keep promises. Several strategies for developing a strong customer-oriented service culture are presented, including hiring the right people, empowering employees, and ensuring internal service quality matches external customer experience.
HEALTH CARE PROFESSIONAL PERCEPTION TOWARDS ENGAGEMENT FACTORS WITH REFERENCE...
This study aimed to investigate the health care professional perception towards their job engagement with special reference to multispecialty hospital in Chennai. Job engagement factors such as meaningful work, intrinsic rewards, extrinsic rewards, and self-efficacy, departmental support, supervisor support, co-worker support, job autonomy and job security are considered for this study.
Guided ResponseRespond to the fellow students’ posts in a subst.docx
Guided Response:
Respond to the fellow students’ posts in a substantive manner. Some ways to do this include the following, though you may choose a different approach, providing your response is substantive:
Agree or disagree with your classmate’s position. Defend your position by using information from the week’s readings or examples from current events.
1.
When it comes to research within that of business, science and beyond, there are many techniques and tools used to accurately depict certain facets of data as well as the specific idea of what Is studied and why. We see that measurement scales help depict the types and quantifiable nature of data in regards to numerical specific information. With this post we were asked to find an article utilizing the scholarly research method that helps depict the use of this information. I will discuss this topic further and introduce the article I have chosen.
(Here is my article in APA format)
“Corporate communications [electronic resource] : an international journal.
Volume 12, \ Number 4, Corporate and organizational marketing. (2007). Retrieved September 26, 2014, from Ashford University Library E book Collection (aul.10211634).”
This article is used to help depict the communication processes and techniques used in corporate. We see that as a globalized society these methods are critical and they are ever changing based on the technology that is also ever changing. When companies use specific tools, we see there’s a concise process for measuring these events as well as the effectiveness of such tools within. The research process is the same in that a very specific list and concise data must be depicted. Within this article we see that measurement scales were used to show how corporate communication is measured within that of its use and the processes of cost versus monetary purposes. Within this we see that the telecommunication services that companies use are dramatically changing. We se that through statistical data, the way this service works is going down in price as well an increase in reliability. The data in this, which was my cause for choosing this article shows the spread of use across the gambit of business and society alike. We see that through Internet and beyond, 70 percent of the world has access to Internet and companies in the corporate paradigm are helping spread this ability for people to connect with each other and even the companies promoting this societal advantage. A simple way to look at this is by seeing how quantifiable data is within the realm of business, science and all the objectives in between. When it comes to understanding this we see this article discusses the survey technique to get an idea from the internal and external stimuli affecting business. Companies who sell communication and use it are often inundated with this method to show effectiveness of tools. When it comes to corporate communication, this idea is one in the same. We see that this type of dat.
123
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
Understanding User Needs and Satisfying Them
https://www.productmanagementtoday.com/frs/26903918/understanding-user-needs-and-satisfying-them
We know we want to create products which our customers find to be valuable. Whether we label it as customer-centric or product-led depends on how long we've been doing product management. There are three challenges we face when doing this. The obvious challenge is figuring out what our users need; the non-obvious challenges are in creating a shared understanding of those needs and in sensing if what we're doing is meeting those needs.
In this webinar, we won't focus on the research methods for discovering user-needs. We will focus on synthesis of the needs we discover, communication and alignment tools, and how we operationalize addressing those needs.
Industry expert Scott Sehlhorst will:
• Introduce a taxonomy for user goals with real world examples
• Present the Onion Diagram, a tool for contextualizing task-level goals
• Illustrate how customer journey maps capture activity-level and task-level goals
• Demonstrate the best approach to selection and prioritization of user-goals to address
• Highlight the crucial benchmarks, observable changes, in ensuring fulfillment of customer needs
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INTS 3300 Annotated Bibliography
This document provides annotations for two scholarly articles related to increasing minority recruitment. The first article examines diversity management best practices at top companies and finds common themes around recruitment of minorities. The second article discusses how hiring managers' focus on certain demographic categories can unintentionally lead to bias and offers suggestions to reduce discrimination. It also calls for further research on the topic. The document also summarizes two public relations articles. One discusses how a diverse public relations field benefits organizations and offers suggestions for increasing diversity. The other examines how corporate language around diversity can negatively impact minority employees through stigma and offers an inclusive communication strategy.
Respond110Please use APA and respond 200 words or more plus 2 .docx
Respond110
Please use APA and respond 200 words or more plus 2 ref to both
Publix can utilize social media as a means to develop their brand relationship by following 6 suggested tips for marketing via social media…according to a blog these tactics are useful information to help consumers locate your goods and services online. Publix should create a social media page because 90% of business owners truly believe social media plays a big role in marketing and about 95% are using Facebook and publish dynamic content by providing information to your customers about the products and services you provide by providing this piece of information to your customers about the products and services you provide by providing this piece of information customers are more than likely to spread the news via word or mouth (N.A. , 2013). Also, take a lot of photos of your products to help create exposure, optimize for local search meaning make yourself (company) accessible on local business directories and on google, and finally go mobile by publishing a mobile version on your company because if someone is unfamiliar of their surrounding they will not know if their close to your business (N.A., 2013). The mobile app will allow customers to create shopping lists, come up with meals to cook and save money (N.A., Publix, 2017).
According to the textbook, companies can be extremely successful on social media by offering customers a forum for exchange of likes and dislikes, codes of behavior, development of congenial and stimulating dialogues leading to friendship based on trust, and encouragement for current participating by more than an exclusive few (Winer & Dhar, 2011). Social media is playing a major role in Publix because they currently have the following social media sites: Facebook, Twitter, YouTube, Instagram and Pinterest resulting in them being able to manage their brand (N.A., Publix, 2017).
Some people believe social media is simply like speed dating because every second and hour you are trying to form a relationship with your customer (N.A., Convince & Convert, N.A). The bottom line is that you are going to get customers who like you product and services and then you are going to get those who are going to cause you more problems.
Respond111
In this discussion I will be writing about how can Publix use social media to assist in the development of brand relationships. Not only for Publix Grocery Stores, but for most of the business social media has become one of the main tool to promote their business, products, and services. Social media can also help the organizations to provide information to citizens, interact, interaction among citizens, and monitor data and information exchange (Matti Haataja, Anne Laajalahti, Jenni Hyvarihen, Incentives and Barriers, 2009).
Publix can use social media to promotes their products, compare prices with their competitors, post coupons, sales, and new products. they can also use social media ...
2.[4 10]importance of brand personality to customer loyalty
This document discusses the importance of brand personality in building customer loyalty. It reviews past research that found loyal customers are more profitable than acquiring new customers, as retaining customers costs less. The paper presents a conceptual model examining how brand personality influences customer loyalty. It explores the concept of brand personality and analyzes factors that lead to customer loyalty. The goal is to understand how brand personality affects a positive attitude toward a brand and makes customers loyal.
Mba 592 presentation communication and team dynamics in the workplace
This document summarizes a presentation on communication and team dynamics in the workplace. It discusses key topics like employee engagement, emotional intelligence, and effective team characteristics. Regarding employee engagement, the presentation notes that Gallup polls show stagnant engagement levels since 2000, with only 32% of employees engaged. It also identifies trends in engagement like appreciation, individual needs, praise and feedback. For effective teams, characteristics discussed include a healthy mix of introverts and extroverts, participative decision making, shared goals, strong leadership and open communication. Challenges to teams include a lack of trust, conflict and silos.
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...
This study was aimed at testing and analyzing influence of relationship marketing on switching barrier, customer satisfaction, customer trust, and customer retention. The study was conducted with respondents of 141 Emerald BNI BANK customers in Indonesia. Data were collected by using instruments of questionnaires. The test on the model was done using structural equation model analysis with GSCA approach. Switching barrier significantly influenced on customer satisfaction and customer trust. Furthermore, customer satisfaction and customer trust significanly influenced on customer retention. Partially, it was identified that variable of customer trust was the most dominant variable influencing on the customer retention.
Rss Litrev
The document discusses several articles related to effective interviewing skills. It begins by summarizing an article about effective interview techniques for auditors, noting that open and closed questions can both provide useful information but in different ways. It then summarizes additional articles on topics like conducting effective client interviews for estate planning, using listening tools to understand customer needs for customer relationship management, measuring service encounters from the perspective of customers and employees, individual differences in customer sociability, comparing communication styles between solution-focused and client-centered therapy, factors that influence blame when service problems occur, future roles for customer service professionals, and the role of frontline employees in customizing service experiences.
DETERMINE THE INFLUENCE OF INTEGRATED MARKETING COMMUNICATION ON CONSUMER DEC...
This document summarizes a research study that aimed to determine the influence of integrated marketing communication (IMC) on consumer decision-making in the pharmaceutical sector in Tamil Nadu, India. The study involved designing a questionnaire to survey marketing managers and analyzing the collected data using SPSS software. Descriptive statistics on the survey responses are provided. The results of hypothesis testing using regression analysis are also presented, showing that IMC and factors like coordinated marketing, synergy, and consumer behavior have a significant relationship and impact on one another. Over 60% of the variations in IMC are explained by the independent variables in the study.
Sales Force – Customer Relationship and Ethical Behaviours in the Nigerian Ba...
This study examined ‘Sales force – Customer Relationship and Ethical Behaviours in Nigerian Banking Industry. The objectives include: to assess the differences in the ethical behaviours of bank sales force; to determine the effects of sales quotas, social ties and personal moral judgment on salespeople’s ethical behaviours; to identify the congruence between bank salespeople’s and customers’ perceptions of ethical behaviours. Survey research design and six banks were used for the study. 203 bank salespeople and 150 customers were sampled. Convenience sampling technique was used for selecting respondents. Questionnaire was used for data collection. The reliability of the research instrument yielded 0.83 co-efficient using Cronbach Alpha test. ANOVA, Regression Analysis and Pearson’s Product Moment Correlation were used to test hypotheses. Findings show a significant difference in the salespeople’s ethical behaviours; sales target, social ties and low personal moral judgment are responsible for salespeople’s unethical behaviours; there is a significant congruence between the salespeople’s and customers’ perceptions of ethical behaviours and there is a strong negative influence of bank’s corporate code of ethics on salespeople’s ethical behaviours. This study is a case of ethical dilemma. The study recommends that the bank management should adopt discretional measures in approaching ethical issues
Jssp.2012.91.94
This document summarizes a study on the relationship between relationship marketing and customer satisfaction. The study finds that relationship marketing, which focuses on building relationships with customers at every interaction point, can increase customer satisfaction and retention. Maintaining customer trust and commitment through communication, customization, and gratitude can influence customer behavior and loyalty. When companies prioritize customer satisfaction through relationship marketing strategies, it can improve financial performance over the long run and attract new investors. The conclusion is that catering to customer demands through relationship building is important for business success and growth.
Jiezhen ZhuCOMM 100Shelly SprattOct 25, 2019Annotated Bibl.docx
Jiezhen Zhu
COMM 100
Shelly Spratt
Oct 25, 2019
Annotated Bibliography
The Role of Communication in Business Relationships
1. Tourish, D. (2014). Leadership, more or less? A processual, communication perspective on the role of agency in leadership theory. Leadership, 10(1), 79-98.
This article was written by Dennis Tourish that mainly represents the importance of communication in different business relationships (Tourish, 2014). Leadership plays a great role in this context. According to the author, better leadership has remained a popular solution for climate change and business problems. However, communication is one of the best solutions procured by a leader to solve any type of conflict or problem in a business. There has been a growing concern regarding traditional approaches to the subject that have some oppressive power relationships. The main goal of this article was to determine different deficiencies in the leader through which they cannot occupy formal leadership roles.
The methods used by the researcher are based on observation and organizational research methods (Tourish, 2014). Different theories and models have been observed by the researcher to understand the implication of communication in leadership. Different organizational actors have played some formal leadership roles. According to the author, different followers of leader agency have been using false methods to address the problems in the business. There is a need to understand a better method related to communication to solve these matters. A wide range of literature has been conducted by the author in which she has taken different journal articles and books to prove her arguments.
According to the findings of the research, communication of organization are suggested to be the best approach that can be practiced by leaders (Tourish, 2014). Communication is compatible with certain social and business structures. It plays a great role in the construction of organizational actors in which facilitation of disagreement creates conflicts. The author has also emphasized the traditional stress that is created due to the achievement of cohesion in some cases. Communication can be the best resolution for every type of need in the business setting.
2. Lam, C. (2015). The role of communication and cohesion in reducing social loafing in group projects. Business and Professional Communication Quarterly, 78(4), 454-475.
This article, written by Chris Lam is basically related to the role of communication in reducing social loafing (Lam, 2015). Social loafing is a tendency to put less effort when an individual is a part of a group. It basically occurs when there is poor communication between the members of the group. Communication plays a great role in the determination and encouragement of team members. The goals of the project cannot be achieved without the practice of communication in a team. The main aim of the following research article was to investigate the influence of soc ...
Benchmarking Article - 1994
This article discusses why benchmarking, despite its potential, often sits on the sidelines in many organizations. While interest in benchmarking grew after early adopters like Xerox saw success with it in the 1970s-1980s, many companies remain hesitant to engage in benchmarking due to perceived barriers like high costs, long time commitments, and an inability to find comparable processes outside their industry. The article argues that many of these perceived barriers are "myth-perceptions" not backed by reality. It maintains that dispelling these myths could allow companies to realize the "quantum leap improvements" benchmarking makes possible.
Public relation
The document discusses the role of public relations (PR) in relationship management during crisis situations from a relational perspective. It examines how communication can help PR practice of relationship management both internally and externally. Key aspects discussed include control mutuality, trust, commitment, satisfaction in exchange and communal relationships. Several research papers on topics like PR strategy, crisis communication, and relationship management are referenced.
Determinants of customer relationship marketing of mobile services provider...
The International Institute for Science, Technology and Education (IISTE) Journals Call for paper http://www.iiste.org
FOCUS ON BUSINESS PRACTICES 383maintaining visibility in t.docx
FOCUS ON BUSINESS PRACTICES 383
maintaining visibility in the job market are vital to success. As
communication teachers and practitioners, we need to highlight strate-
gies such as these that will best equip our graduates for the global
job market.
References
Gilleard, C., & Hawkins, P. (2004). If only I’d known. Making the most of higher education—
A guide for students and parents. Warwick, UK: Association of Graduate Recruiters
Publication.
Grant, T., & Borcherds, R. (2008). Communicating @ work—Boosting your spoken, written
and visual impact (2nd ed). Pretoria, South Africa: Van Schaik.
Rosa, C. 2007. The effectiveness of the job applicant selection process. Retrieved March 9,
2008, from http://www.mba.co.za/article.aspx?rootid=6&subdirectoryid=1666
Address correspondence to Terri Grant, Professional Communication Unit, School of
Management Studies, University of Cape Town, Private Bag, Rondebosch, 7701, Cape
Town, South Africa; email: [email protected]
A REVIEW OF A TELEPHONE-ADMINISTERED
BEHAVIOR-BASED INTERVIEW TECHNIQUE
Gary C. Oliphant
Stetson University
Katharine Hansen
Quintessential Careers
Becky J. Oliphant
Stetson University
DOI: 10.1177/1080569908321429
THE EMPLOYMENT INTERVIEW is intended to provide insight
into a candidate’s future performance by evaluating the oral responses
to the questions presented by the interviewer. For decades, researchers
have studied many facets of the interview and have produced mixed
results as to the predictive validity of the employment interview
(McDaniel, Hartman, Whetzel, & Grubb, 2007; Posthuma, Morgeson,
& Campion, 2002). Still, interviewing represents the most popular
employee selection method among practitioners. If hiring the right
person for the job is crucial to the success of any organization, why do
employers continue using the employment interview? We offer some
explanations and then describe a technique that has offered promising
predictive results for a Midwestern consulting firm.
Why Use Interviews?
The following are offered as reasons that practitioners continue to use
employment interviews even though academic research has shown
low predictive validity. First, the interview indirectly adds value to the
process beyond that of a selection tool in such areas as recruitment,
public relations, and feedback. Second, managers believe a face-to-
face interview will yield more valid judgments on several observable
interpersonal dimensions of behavior (i.e., interpersonal skills, self-
assurance, and social poise). Third, managers may continue to use the
interview because of company policies, habits, experience, ease, or the
feeling of power. Fourth, the employment interview may be a valid pre-
dictor of performance that academic researchers have failed to replicate.
Recent studies of employment interviews have concluded that struc-
tured interviews offer greater predictive validity (Judge, Higgins, &
Cable, 2000; McDaniel et al., 2007; Weekley & Ployhart, 2006).
Structure.
381
This document discusses measuring customer satisfaction with service quality using the American Customer Satisfaction Index (ACSI) model. It was applied to the Macedonian mobile telecommunications industry to understand how customers perceive service quality and satisfaction with three major providers (T-Mobile, ONE, VIP). A survey was conducted and it was found that overall perceived service quality did not meet customer expectations and satisfaction levels were low. The document reviews factors that influence customer satisfaction and the importance of customer relationship marketing for customer loyalty and retention.
Investigate the impact of csr on brand perception. a case study of mtn in nig...
Every organization gets involved in one or the other activities so as to promote their company and its product. As discussed earlier, the MTN requires striving for contribution towards the society’s wellbeing to try and present a favorable business image. The consumers, no more, tend to be examining the corporate feedback to the society seriously. The CSR initiatives by the MTN include the categories of economic empowerment, education and health. Finding out the extent of consumer’s positive perception towards the MTN brand can be enhanced by the CSR initiatives. Even the marketing managers would be benefited by this research as it will be help them preparing marketing plan and strategies based on the results.
Employees' roles in service delivery
The document discusses the critical role of employees in delivering quality service and creating customer satisfaction. It introduces the "services marketing triangle" which illustrates the internal, interactive, and external aspects of marketing in a service organization. The triangle shows that employees are key to both keeping promises to customers and enabling other parts of the organization to set and keep promises. Several strategies for developing a strong customer-oriented service culture are presented, including hiring the right people, empowering employees, and ensuring internal service quality matches external customer experience.
HEALTH CARE PROFESSIONAL PERCEPTION TOWARDS ENGAGEMENT FACTORS WITH REFERENCE...
This study aimed to investigate the health care professional perception towards their job engagement with special reference to multispecialty hospital in Chennai. Job engagement factors such as meaningful work, intrinsic rewards, extrinsic rewards, and self-efficacy, departmental support, supervisor support, co-worker support, job autonomy and job security are considered for this study.
Guided ResponseRespond to the fellow students’ posts in a subst.docx
Guided Response:
Respond to the fellow students’ posts in a substantive manner. Some ways to do this include the following, though you may choose a different approach, providing your response is substantive:
Agree or disagree with your classmate’s position. Defend your position by using information from the week’s readings or examples from current events.
1.
When it comes to research within that of business, science and beyond, there are many techniques and tools used to accurately depict certain facets of data as well as the specific idea of what Is studied and why. We see that measurement scales help depict the types and quantifiable nature of data in regards to numerical specific information. With this post we were asked to find an article utilizing the scholarly research method that helps depict the use of this information. I will discuss this topic further and introduce the article I have chosen.
(Here is my article in APA format)
“Corporate communications [electronic resource] : an international journal.
Volume 12, \ Number 4, Corporate and organizational marketing. (2007). Retrieved September 26, 2014, from Ashford University Library E book Collection (aul.10211634).”
This article is used to help depict the communication processes and techniques used in corporate. We see that as a globalized society these methods are critical and they are ever changing based on the technology that is also ever changing. When companies use specific tools, we see there’s a concise process for measuring these events as well as the effectiveness of such tools within. The research process is the same in that a very specific list and concise data must be depicted. Within this article we see that measurement scales were used to show how corporate communication is measured within that of its use and the processes of cost versus monetary purposes. Within this we see that the telecommunication services that companies use are dramatically changing. We se that through statistical data, the way this service works is going down in price as well an increase in reliability. The data in this, which was my cause for choosing this article shows the spread of use across the gambit of business and society alike. We see that through Internet and beyond, 70 percent of the world has access to Internet and companies in the corporate paradigm are helping spread this ability for people to connect with each other and even the companies promoting this societal advantage. A simple way to look at this is by seeing how quantifiable data is within the realm of business, science and all the objectives in between. When it comes to understanding this we see this article discusses the survey technique to get an idea from the internal and external stimuli affecting business. Companies who sell communication and use it are often inundated with this method to show effectiveness of tools. When it comes to corporate communication, this idea is one in the same. We see that this type of dat.
123
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
Similar to Paperpp (20)
Respond110Please use APA and respond 200 words or more plus 2 .docx
Respond110Please use APA and respond 200 words or more plus 2 .docx
2.[4 10]importance of brand personality to customer loyalty
2.[4 10]importance of brand personality to customer loyalty
Mba 592 presentation communication and team dynamics in the workplace
Mba 592 presentation communication and team dynamics in the workplace
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...
The Influence Of Relationship Marketing On Switching Barrier, Customer Satisf...
DETERMINE THE INFLUENCE OF INTEGRATED MARKETING COMMUNICATION ON CONSUMER DEC...
DETERMINE THE INFLUENCE OF INTEGRATED MARKETING COMMUNICATION ON CONSUMER DEC...
Sales Force – Customer Relationship and Ethical Behaviours in the Nigerian Ba...
Sales Force – Customer Relationship and Ethical Behaviours in the Nigerian Ba...
Jiezhen ZhuCOMM 100Shelly SprattOct 25, 2019Annotated Bibl.docx
Jiezhen ZhuCOMM 100Shelly SprattOct 25, 2019Annotated Bibl.docx
Determinants of customer relationship marketing of mobile services provider...
Determinants of customer relationship marketing of mobile services provider...
FOCUS ON BUSINESS PRACTICES 383maintaining visibility in t.docx
FOCUS ON BUSINESS PRACTICES 383maintaining visibility in t.docx
Investigate the impact of csr on brand perception. a case study of mtn in nig...
Investigate the impact of csr on brand perception. a case study of mtn in nig...
HEALTH CARE PROFESSIONAL PERCEPTION TOWARDS ENGAGEMENT FACTORS WITH REFERENCE...
HEALTH CARE PROFESSIONAL PERCEPTION TOWARDS ENGAGEMENT FACTORS WITH REFERENCE...
Guided ResponseRespond to the fellow students’ posts in a subst.docx
Guided ResponseRespond to the fellow students’ posts in a subst.docx
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Paperpp
- 1. COMMUNICATION AND CUSTOMER SERVICE IN ORGANIZATIONS Saynara Hasberry
- 2. INTRODUCTION Communication and customer service plays a major role within organizations. The main purpose of communication is to keep everyone informed. The main purpose of customer service is to find out what customers are having problems with. Employees try to help them solve the problem.
- 3. DESCRIPTION Over time communication and customer service has been put first in every organization priorities. Communication and customer service is the key to every organization because they want customers to return. Research shows the more the customer is satisfied the more likely they will choose to do business with that organization. I will be offering guidelines, tips, and suggestions in communication and customer service areas to better organizations.
- 4. LITERATURE REVIEW The research showed that people have to be open-minded when working in groups They also showed that respect plays a major role when working in a field heavily concerned with customer service. I used a few magazines for my research. Most of my research came from peer reviewed articles and Journals
- 5. CONCULSION During my research on communication and customer service within organizations, I noticed that most of the research and my personal thoughts were similar. The purpose of my report was to guide organizations on making the best choices when handling communication and customer service within their organization. Comparing research to my personal ideas strengthened the guidelines, tips, and suggestions offered to create the best communication and customer service.
- 6. References Akcura, M. T. & KannaSrinivasan. (2005). Resarch Note: Customer Intimacy and Cross-Selling Strategy. Management Science,Vol. 51, No. 6 Jun., 2005, 1007-1012. http://www.jstor.org/stable/20110391 David, G. (2011). Internal Communication - Essential Component of Crisis Communication. Journal of Media Research, 4(2), 72-81. Retrieved from EBSCOhost. Di Mascio, R. (2010). The Service Models of Frontline Employees. Journal of Marketing, 74(4), 63-80. doi:10.1509/jmkg.74.4.63 Hayenhjelm, M. (2006). Asymmetries in Risk Communication. Palgrave Macmillan Journals, Vol. 8, No. 1, Feb., 2006, 1-15. http://www.jstor.org/stable/3867940. Koermer, C. D., & McCroskey, L. (2006). Sociality Communication: Its Influence on Customer Loyalty with the Service Provider and Service Organization. Communication Quarterly, 54(1), 53-65. doi:10.1080/01463370500270371 Ma, Z., & Dub, L. (2011). Process and Outcome Interdependency in Frontline Service Encounters. Journal of Marketing, 75(3), 83-98. doi:10.1509/jmkg.75.3.83 Rust, R. T., & Tuck Siong, C. (2006). Marketing Models of Service and Relationships. Marketing Science, 25(6), 560-580. Retrieved from EBSCOhost. Vázquez-Casielles, R., SuárezÁlvarez, L., & Díaz Martín, A. (2010). Perceived justice of service recovery strategies: Impact on customer satisfaction and quality relationship. Psychology & Marketing, 27(5), 487-509. Retrieved from EBSCOhost. Yi, Y., & Gong, T. (2008). If employees “go the extra mile,” do customers reciprocate with similar behavior?. Psychology & Marketing, 25(10), 961-986. Retrieved from EBSCOhost.
Editor's Notes
- HIV and AIDs are two different virusProblem :People often put them together 2. Families don’t talk about STDs3. My uncle said its hard telling anyone that you have an STD ¾ people said they would rather be blind that have HIV4. Children are afraid to askStay in a child’s placeInappropriate
- I know I can talk to my uncle about everythingI knew he was fine talking about it (now)2. I felt comfortable with Dr. MyersHe has to deal with HIV patients on the daily basisCredible because he always have to protect his self. 3. Fits the age range and he could test my broacher 4. I needed to separate the two virus
- 1.They would not have to go through a magazine/book for answers2. Red is used to represent blood and is used for HIV/AIDs and cardiovascular awareness3. The reading level is about 8th grade which is the U.S.’s average reading level4. Teens and preteens want to be there for the loved one that’s ill but are not sure about what to do