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thought questions for test 1

thought questions for test 1 - 1 What is strategy a Is a...

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1) What is strategy? a. Is a long term plan to complete a goal or mission. 2) What is a service Product a. Is characterized i. Includes service provider interaction with customer ii. Atmosphere of the establishment 3) Describe the moment of truth a. The moment of truth is the first impression that a customer has about a service provider, and whether or not it meets expectations. 4) Why is the moment of truth important to our understanding of organizational behavior a. Organizational behavior is the actions of individuals and groups in terms of the organization and if these actions are inappropriate or below the expectation level of the consumer then the moment of truth has passed and a customer may not deal with an organization. b. It also helps to determine whether or not the organization is behaving correctly based upon how the consumer feels after their first impressions. 5) Define Organizational Success a. Your competitive advantage and ultimately the financial performance of a company. b. Requires an understanding of the interpersonal, individual and organizational factors. 6) What is Human Capital a. The sum of skills, knowledge, understanding, experience and abilities for each individual. b. Human Capital is a source of competitive advantage because of its value, rareness and imitability. i. If human capital is valued, it means that the persons skills are greatly help the company complete its strategy or produce work that supports the strategy ii. If human capital is rare, it means that the KAS of the person is unique in the industry. iii. If human capital is rarely imitable, it means that the persons skills are difficult to imitate. 7) What doe we mean when we say we have to assume a systems view of organizations a. A 8) What are the three generic strategies that organizations can adopt 13) Define Diversity a. Diversity is a characteristic of a group or two or more that refers to the differences of these people on a relevant dimension. b. Diversity is what separates the two different people, and gives a single group an identity or something to be identified by. 14) What is the difference between multicultural, plural and monolithic organizations
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c. Multicultural- A company that fosters and values cultural diversity on the organizational level. i. People that are of different genders, races and cultures are represented at all levels of associate positions and management positions in the organization d. Plural- A company that has diversity in the workforce and accepts but does not foster cultural diversity i. A company that focuses more on the law and not discriminating rather than fostering diversity. e. Monolithic i. A company that does not have a diverse workforce and does not foster nor accept diversity. Discrimination is likely open and the company is geographically and culturally homogeneous.
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