Week 12 Notes
Week 12 Notes CONSCI 3910 - 0010
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CONSCI 3910 - 0010
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This 2 page Class Notes was uploaded by Ian Adams on Friday April 1, 2016. The Class Notes belongs to CONSCI 3910 - 0010 at Ohio State University taught by Jay Kandampully in Fall 2015. Since its upload, it has received 32 views. For similar materials see Consumer Service and Satisfaction in Behavioral Sciences at Ohio State University.
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Date Created: 04/01/16
CONSCI 3910 Week 12 Notes Internal Service System: Linking Empowerment Guarantee and Recovery Marketing is in the hands of the consumer o Interactive online brand communities increase loyalty from customers Example: My Lego Network Cocreation of value o Customers aid in the creation of the final product o Important to utilize customers in creation of product to keep them happy and engaged with the firm Example: Nike’s personalized shoes, Ben and Jerry’s “Suggest a Flavor” Firms must have strong relationships with customers and employees in order to exist o They also must build business relationships with customers, employees, suppliers, and shareholders o If a strong relationship among the firm, customers, and employees does not exist then a firm cannot have relationships with suppliers and shareholders Empowerment o Customers, people, and the organization must work together o 4 Parts People System/Structure Process Technology Theory X o People in the world are divided into 2 groups One group consists of managers, and one group is there to take orders (master and servant idea) Theory Y o By McGregor o Theory X is not valid in today’s day and age o Controloriented managers must change to be more involvementoriented with their subordinates Benefits of Involvement Orientation o Lower cost o Higher productivity o Higher quality o Higher speed in responding to customer request o Better innovation (doing something better than you have done it in the past) o Boosts employee morale Dimensions of Empowerment o Organizational empowerment Overt permission and supportive systems o Personal empowerment Provide capability and the information needed CONSCI 3910 Week 12 Notes Essential parts that help empowerment to work o Performance standards need to be set for employees o Offer rewards so positive habits are reinforced o Utilize uptodate technology o Give the power to make decisions to employees and not only managers