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Week 13 Notes

by: Ian Adams

Week 13 Notes CONSCI 3910 - 0010

Ian Adams
GPA 3.606

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About this Document

These notes are from 4/5, the day of the in-class assignment (No class on 4/7 this week)
Consumer Service and Satisfaction
Jay Kandampully
Class Notes
consumer science
25 ?




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This 1 page Class Notes was uploaded by Ian Adams on Wednesday April 6, 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 41 views. For similar materials see Consumer Service and Satisfaction in Behavioral Sciences at Ohio State University.

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Popular in Behavioral Sciences


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Date Created: 04/06/16
CONSCI 3910 Week 13 Notes Employee Empowerment  Advantages of Empowering Employees o They feel more valued as assets to the company o They feel more autonomous, increasing their happiness and job satisfaction o More efficient transactions with customers since a manager is not needed to make special decisions o Customers more satisfied with streamlined process o Customers spread their satisfaction through word­of­mouth, which will increase  the firm’s business o Positive word­of­mouth will attract high quality employees to want to work for  the firm  Disadvantages of Empowering Employees o Employees may abuse power and make too many special deals for customers,  causing a decrease in revenue o Employees may be less likely to listen to their managers o Extra training is needed to ensure employees are suited to make these special  decisions  How to ensure empowering employees is successful o Managers should check on their employees and audit their transactions to make  sure they are not abusing their power o Selectively choose the employees so that only the best workers are making these  critical decisions for the firm o Ensure the training process for the employees is thorough and rigorous  Employee Empowerment as a Marketing Tool o Empowering employees is not only a Human Resources decision o Empowering employees will increase customer satisfaction, which leads to  positive word­of­mouth  This positive word­of­mouth is critical marketing for the firm


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