COMM 101 Lecture Notes - Zappos, Call Centre, Organizational Culture
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COMM 101 Full Course Notes
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Zappos. com: millions of different style, size, colour. What is organizational culture: company"s practice, value that affects interaction of employees and performance, the personality of the company, lifestyle", shared values, similar behavioural patterns. Lifecycle of an employee"s relationship with a firm form hiring to the employee leaving: scope: hiring, compensation, training, staffing, performance management. Influence of legal context firm is operating in: specific hiring process, pay people to leave (filter), team spirit, loyalty, open communication, play hard, work hard. Call centres: high levels of job stress, emotional burnout and job dissatisfaction, employees withdraw, absenteeism, turnover, e. g. Dell angry customer: employee - following protocol, systematic, ill-trained, unable to adapt, sticking to script, frustrated, passionate" customers. Intensive selecting process (offering people money to leave: comfortable atmosphere, provides medical, dental benefits. 365 day return policy: free food to employees. What are the benefits of this approach: encourages customers to purchase from zappos again, brand loyalty, employees are given opportunities to benefit the customer.
