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Week 12 Notes

by: Ian Adams

Week 12 Notes CONSCI 3910 - 0010

Ian Adams
GPA 3.606

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About this Document

These notes are from class on 3/29 and 3/31.
Consumer Service and Satisfaction
Jay Kandampully
Class Notes
consumer science
25 ?




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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


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