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BUS131D_Lecture6_Handout

BUS131D_Lecture6_Handout - Creating Creative Work...

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Dr. Michael Merz Department of Marketing & Decision Sciences College of Business, San Jose State University Click to edit Master subtitle style Creating Creative Work Environments Dr. Michael Merz Department of Marketing & Decision Sciences College of Business San Jose State University
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Dr. Michael Merz Department of Marketing & Decision Sciences College of Business, San Jose State University 22 Today’s Agenda The Importance of Employees The Importance of Intrinsic Motivation How to Kill (and Not to Kill) Creativity in New Ventures Important Elements of a Comfortable (Physical) Work Environment
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Dr. Michael Merz Department of Marketing & Decision Sciences College of Business, San Jose State University 33
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Dr. Michael Merz Department of Marketing & Decision Sciences College of Business, San Jose State University 44 How does Zappos.com create a creative work environment?
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Dr. Michael Merz Department of Marketing & Decision Sciences College of Business, San Jose State University 55 Employee-Customer-Profit Model Employees (or internal customers) affect customer satisfaction and profit. Source: “The Impact of Employee Attitudes on Market Response and Financial Performance”; Harvard Business Review. E m p l o y e e s a ti s f a C u s t o m e r s a ti s f a P r o fi t 5% 1.3% 0.5% Example: Sears
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Dr. Michael Merz Department of Marketing & Decision Sciences College of Business, San Jose State University 66 Employees are the Brand “Employees are your brand” (Karen Post, branding consultant). A moment of truth occurs when employee and customer have contact (e.g., service industry). Committed employees help: Build your brand outside the walls of your organization. Stay at your new venture longer.
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