QUESTION 1 Ms. Apple Ang‚ who comes late for work is showing high consistency. This attributes to high internal and low external factors. Internal factors might be due to her attitude or habit while external factors might be due to traffic‚ sick or emergency. Madam May May should find out that is really Miss Apple Ang‘s lateness is due to external cause. This is because‚ sometimes‚ Madam May May may engage in Fundamentals Attribution Error which means underestimate the external factors and overestimate
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Internal customer essay The internal customer is not new‚ nor is it a purely public sector concept. The idea was first used almost forty years ago to describe different forms of administrative relationships within the private sector (Sayles‚ 1964). It stemmed from an understanding that in any organisation all staff are both the providers and receivers of services and‚ critically‚ if poor internal service exists‚ then the final service to the external customer will be diminished. The quality
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understanding of customer service for Diploma in Customer Service Level 3. Learning Outcome 1: Be able to follow their organisation’s accepted customer service language Assessment Criteria: 1.1 Communicate to customers their organisation’s service offer‚ how it balances organisational and customer needs and how it meets customer expectations 1.2 Compare the service offers of commercial‚ public sector and third sector organisations and how they each meet customer expectations 1.3
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John Lorinc’s article‚ “Driven to Distraction” explores how the human brain functions while surfing the Internet‚ writing e-mails and texting every day. In what seems to be a life with “interruptions”‚ Lorinc attempts to explain how “multi-tasking” and having access to an enormous amount of information has made it harder for humans to think and analyze the collected data. However‚ Don Tapscott’s excerpt from his book‚ “In Defense of the Future”‚ denies that technology has affected the human’s brain
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cause discomfort to the people initially. Organizational change: According to Potter‚ Mark (2011) Organizational change is a state that an organization undergoes from one state to another. This change can be in the policy‚ strategy‚ technology and culture of an organization. This change can be sudden or preplanned and requires wise strategies towards the management of people working in an organization. Change management: According to searchcio-mid market.tech
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1.1 Organisational structure outlines individuals’ tasks and responsibility within the business usually impacting the overall culture as well. This is to achieve their goals. Every business usually groups people in two ways; function and product. The matrix structure is where there are more than one reporting line for employees i.e. individuals’ which have more than one formal manager. (https://www.google.co.uk/?gfe_rd=cr&ei=hNVWU77pB-zR8gfe4YHYCg#q=what+is+the+matrix+structure) KBR
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A Purpose-Driven John Foxe First published in 1563‚ John Foxe’s Acts and Monuments of these Latter and Perilous Days is also known as “Foxe’s Book of Martyrs” (Laughlin‚ Bell‚ and Brace 220). Once read‚ the latter title becomes seemingly more appropriate than the former due to the several accounts of horrific acts committed against Protestants that are described in grave detail. In his Acts and Monuments of these Latter and Perilous Days‚ Foxe recounts the graphic facts and particulars that many
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to a rationalistic approach in understanding organizational study. Today‚ organizational studies have become highly important because people from different backgrounds have to interact with one another. In the current scenario people from diverse cultures‚ backgrounds and even educational levels have come together to form a team. In fact‚ it is not uncommon to see people with different cultural and ethnic backgrounds interact with
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Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
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Theme 2 Was the American Revolution largely a product of market-driven consumer forces? The American Revolution paved the way for democratic rule in nations and ignited the spreading thereof throughout the whole world. Yet events that led up the start of the revolution have been mixed in their significance by historians. Both historians‚ Carl Degler and T.H. Breen agree that the British mercantile system had benefited the colonists‚ allowing them to have comfortable lifestyles. Madaras L‚ SoRelle
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