Final Exam _Marco Paredes MGT- 4610 TQM Prof. Castro 1- Identify and discuss the five key dimensions of service quality. Given an example of a service and describe how a customer may define quality along each of these dimensions. The SERVQUAL Instrument measures the five dimensions of Service Quality. These five dimensions are: tangibility‚ reliability‚ responsiveness‚ assurance and empathy. Tangibility Since services are tangible‚ customers derive their perception of service quality by comparing
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Conflict Scenario The conflict between the marketing department members causes Just Right Tire Company management to use effective decision making skills. With the deadline for the ad drawing near‚ Just Right Tire marketing managers must quickly find a solution. Therefore‚ the managers should expedite the decision making process. The rational decision-making model will elicit logic‚ intelligence‚ and well founded decisions (Nickel‚ McHugh‚ & McHugh‚ 2010). The model incorporates seven steps;
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Erick Lamb LA5107220 MGT 230 Leadership and Organization Assignment 2 1. Explain the role of each of the five components of Mintzberg’s “logo” (write your explanations using your own words –don’t simply copy the descriptions verbatim from the text or other source). a. strategic apex b. technostructure c. support staff d. middle line e. operating core Mintzberg came up with the theory of the five basic parts of organization‚ which includes the operating core‚ the strategic apex‚ the middle line
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Conflict is an inevitable part of life arising from differences between involved parties. More often than not conflict results from miscommunication with regard to the needs‚ ideas‚ beliefs‚ goals‚ or values of each of the parties involved. However‚ effective communication skills are essential to a positive outcome to any conflict situation. This paper will discuss the role of communication in constructive and destructive conflict. Constructive communication should address behaviors and emotions
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Review of Literature on INTERPERSONAL CONFLICTS (Organisational Behaviour) Submitted By: Sourabh Choudhury INTRODUCTION Interpersonal conflicts are most often based on lack of effective communication‚ pride and emotionalism. As a result‚ they can provoke some of the most costly battles in business and should therefore be avoided if at all possible. When someone allows pride and raw emotionalism to control their actions‚ they are likely to make decisions that‚ under normal circumstances
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In today ’s workforce communication and conflict resolution are paramount to a successful organization. As with any leadership trait‚ these skills must be developed and regularly practiced by leaders. There are many skills involved in both the communication process as well as with conflict resolution. According to Schermerhorn‚ the communication process is a simple process of sending and receiving messages with attached meaning (2005). The process is further defined by having three elements‚ those
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Article Analysis MGT/445 October 16‚ 2012 Article Analysis Globalization and technology moves the world of business forward. Globalization and technology are essential elements in providing new grounds for business transactions. Understanding how globalization and technology work to make negotiating across countries possible. This examination will discuss the various implications of globalization and technology in the negotiation process. Further‚ provide insight into the
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Gross Working Capital vs Net working Capital Working capital of a company is one of the most important measures in any financial statement that is also easy to calculate. It is a reflection of the current financial condition of a company that enables investors to know about the health (financial) of a company. However‚ there are two terms called gross working capital and net working capital that are also used commonly. People remain confused between these two as they cannot differentiate between
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Conflicts Are Important Worksheet Part 1: The Five Conflict Types Describe each of the five conflict types using paragraph form. 1. Pseudo conflicts: Pseudo conflicts are not technically conflicts‚ but they are perceived a conflicts resulting from false assumptions and dilemmas. Assumptions are the most common cause of pseudo conflicts because one person might be right in their assumption‚ but they may only be right in part to the situation. Dilemmas also cause many pseudo conflicts by
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learned most about CONFLICT RESOLUTION which is an important element in order to maintain very good human relationships. I selected this topic because‚ Conflicts in workplaces are an unavoidable fact and for creating a wonderful working environment conflicts resolution has to be done. In an organisation‚ every employee has seen all situations where different people with different objectives‚ needs and goals‚ have come into conflict which often results into intense personal enmity. Conflict is a state of
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