Customer relationship management (CRM) means developing a comprehensive picture of customer needs, expectations and behaviours and managing those factors to affect business…
Abstract
Customer relationship management (CRM) means developing a comprehensive picture of customer needs, expectations and behaviours and managing those factors to affect business performance. In the facilities management (FM) world, CRM means looking at the FM function as a customer‐intensive business function instead of merely a facilities services cost centre. And the management part implies an active rather than passive role by the FM in influencing the customer's perception of service success. Finding and closing gaps between customer expectations and service delivery realities becomes the basis for CRM in the FM world. These gaps typically occur in the area of the ‘3 Rs’ — resources, response and respect. Key areas of knowledge and skills covered in this paper include: defining CRM and distinguishing it from customer service; understanding the true measure of service success; uncovering the main impediment to service success and the main source of customer dissatisfaction; discovering and defining resource, response and respect gaps between customer expectations and service delivery realities; revealing unsatisfactory results of gaps; pinpointing strategies to close resource, response and respect gaps between customer expectations and service delivery realities; reliably saying ‘yes’ to every single constructive customer request – never say ‘no’ again.
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This paper is the first of five based on research carried out in the Centre for the Study of Management Learning at University of Lancaster. It concentrates on the relationships…
Abstract
This paper is the first of five based on research carried out in the Centre for the Study of Management Learning at University of Lancaster. It concentrates on the relationships between tutors and learners and the facilitating strategies of tutors, and the effect of these on learners' feelings and their learning and interest.
‘WHY MUST EVERYBODY IN IRELAND’, says Sean O'Faolain, in one of his recent flashes of inspiration, ‘live like an express train that starts off for heaven full of beautiful dreams…
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‘WHY MUST EVERYBODY IN IRELAND’, says Sean O'Faolain, in one of his recent flashes of inspiration, ‘live like an express train that starts off for heaven full of beautiful dreams, and marvellous ambitions and, halfway, Bejasus, you switch off the bloody track down some sideline that brings you to exactly where you began?’ Such highly coloured comment might equally well be applied to the characters and situations we find in the plays of that Dublin genius—the centenary of whose birth we are commemorating this year—John Millington Synge. The writings of both authors, incidentally, are characterized by a rueful, amusing, gently self‐mocking tone about Ireland and the Irish. Both adopt a wider, detached, almost continental view of their country. Synge, in particular, refers to Ireland as the furthermost corner of Western Europe and himself as an Irish European.
Yanfei Hu and Claus Rerup
This study examines how highly disruptive issues cause profound dissonance in societal members that are cognitively and emotionally invested in existing institutions. The authors…
Abstract
This study examines how highly disruptive issues cause profound dissonance in societal members that are cognitively and emotionally invested in existing institutions. The authors use PETA’s (People for the Ethical Treatment of Animals) entrepreneurial advocacy for animal rights to show how this highly disruptive issue interrupted and violated taken-for-granted interpretations of institutions and institutional life. The authors compare 30 YouTube videos of PETA’s advocacy to explore pathways to effective sensegiving and sensemaking of highly disruptive issues. The findings augment the analytical synergy that exists between sensemaking and institutional analysis by unpacking the micro-level dynamics that may facilitate transformational institutional change.
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On Inauguration Day 2017, Milo Yiannopoulos gave a talk sponsored by the University of Washington College Republicans entitled “Cyberbullying Isn’t Real.” This chapter is based on…
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On Inauguration Day 2017, Milo Yiannopoulos gave a talk sponsored by the University of Washington College Republicans entitled “Cyberbullying Isn’t Real.” This chapter is based on participant-observation conducted in the crowd outside the venue that night and analyzes the violence that occurs when the blurring of the boundaries between “free” and “hate” speech is enacted on the ground. This ethnographic examination rethinks relationships between law, bodies, and infrastructure as it considers debates over free speech on college campuses from the perspectives of legal and public policy, as well as those who supported and protested Yiannopoulos’s right to speak at the University of Washington. First, this analysis uses ethnographic research to critique the absolutist free speech argument presented by the legal scholars Erwin Chemerinsky and Howard Gillman. Second, this essay uses the theoretical work of Judith Butler and Sara Ahmed to make claims concerning relationships between speech, vulnerability, and violence. In so doing, this chapter argues that debates over free speech rights on college campuses need to be situated by processes of neoliberalization in higher education and reconsidered in light of the ways in which an absolutist position disproportionately protects certain people at the expense of certain others.
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War is, perhaps, mans greatest sin, which is not the same as saying war is never necessary — when an army of Argies shot up a small Royal Marine unit in the Falklands and occupied…
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War is, perhaps, mans greatest sin, which is not the same as saying war is never necessary — when an army of Argies shot up a small Royal Marine unit in the Falklands and occupied the land area against the will of the English speaking people, what does a self‐respecting country do? Well, the only answer is to ask what you would do if a renegade mob smashed into your house, abused your family and refused to leave. Let's face it, if you had not the muscle to eject them, the number dialled would be 999 and a squad car with a couple of boys in blue would be round double quick to do their duty.