MGT2530 Exam 1 Notes - Chapter 1 Maintaining a Customer Service Culture o The case of les Schwab tires Understanding Organizational Behavior o

MGT2530 Exam 1 Notes - Chapter 1 Maintaining a Customer...

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Chapter 1 Maintaining a Customer Service Culture o The case of les Schwab tires Understanding Organizational Behavior o Organizational Behavior- a systematic study and application or knowledge about how individuals and groups act within the orgs where they work Draws from psych, soc, econ, etc o Levels of analysis: Examining individual Examining the group Examining the organization o Journaling- Chart your progress as you learn new skills Understating Learning and Your Learning Style o Visual Learner- reading and seeing diagrams/flow charts o Auditory learner- listening to others, lectures, consultants, videos o Kinesthetic (tactile) learner- trial and error Understanding How OB Research is done o Terms Hypothesis- tentative guessing/hunches based on expected observation phenomenon, or scientific problem that can be tested Variables- defining variables o Methods Field Studies- conducted in actual organizational settings with population of ??? Surveys- asking individuals to respond to a # of questions Experimental Design- Control group and treatment group assign 1 goal setting methods Laboratory Studies- a study conducted in artificial situations outside of actual organizations Case Studies- in depth descriptions of a single industry/company Meta-Analysis- technique used by researches to summarize what other researchers have found on a given topic o Measurement Issues in OB Reliability- consistency of measurement Validity- whether the measure captures what it expects to capture Correlations- 2 things co-vary Causation- correlation does not equal causation Datum- one observation Data- multiple observations
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Trends and Changes o Ethical Challenges Business Ethics- applying ethical principles to situations that arise at work Employee engagement- a concept that is generally viewed as managing discretionary effect. When employees have choices they act => further org’s interests Employees who are disengaged cost firms $ Lack of employee engagement Technology- opportunities and challenges Challenges- overuse of email, work life balance, etc Flattening world- internet created a level playing field of the world o Sustainable and Green Business Practices Triple bottom line Sustainable business practices- those that meet the present
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