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Defensive strategy is defined as a marketing tool that helps companies to retain valuable customers that can be taken away by competitors. [1] Competitors can be defined as other firms that are located in the same market category or sell similar products to the same segment of people. [1] When this rivalry exist, each company must protect its ...
Criticism of Google includes concern for tax avoidance, misuse and manipulation of search results, its use of others' intellectual property, concerns that its compilation of data may violate people's privacy and collaboration with the US military on Google Earth to spy on users, [1] censorship of search results and content, its cooperation with the Israeli military on Project Nimbus targeting ...
Service recovery. Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. [1] It is the action a service provider takes in response to service failure. [2] By including customer satisfaction in the definition, service recovery is a thought-out, planned process of ...
Employers need to find out as much as they possibly can about total strangers who might want to work at their company—emphasis on might—and they prefer to do it by exerting the minimal amount ...
Employee silence, the antithesis of employee voice, refers to situations where employees suppress information that might be useful to the organization of which they are a part. One way this can happen is if employees do not speak up to a supervisor or manager. Van Dyne et al. (2003) define silence as an employee's motivation to withhold or ...
Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. [ 9] It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. [ 9] These services may even be provided at the place in which the customer makes use of ...
Emotional labor. Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. [1] [2] More specifically, workers are expected to regulate their personas during interactions with customers, co-workers, clients, and managers. This includes analysis and decision-making in terms of the ...
Cremer writes: “If you want to avoid resistance from your employees when introducing AI, you must push them out of their comfort zone while ensuring that they understand why you’re doing so.