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Recently she has not been able to meet the sales targets, with high employee turnover and decline in customer satisfaction. Lyn is resisting the change to a “customer intimacy” model developed by Annie Sorrento as she believes that it will threaten her position as Vice President of Sales in Intersect.
“Resistance to change is an emotional/ behavioral response to real or imagined threats to an established work routine” (Kinicki & Kreitner, 2004)
Intersect uses customer feedback to implement changes. Results from the recent campaign presented by Joel showed customers desired expanded portfolio of services and wanted Intersect representatives to be able to build a relationship of trust with their customers...
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Common topics in this essay:
- Support Staff
- Administrative Staff Motivation
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- Expatriate Staff
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- pplication of two motivation theories-Maslow’s hierarchy of needs theory and McGregor’s theory X &Y to increase the productivity of staff
- The Healthcare Staff
- The impact staff turnover on quality training
- Conflicts In The Team Environment: How To Overcome These Obstacles
- Staff And Administration
- How can managers use their understanding of motivation and communication theories to improve performance of staff?
- Retaining Staff
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