Study Guide- Test 3 on May 6
BAD 52- Test 3 Study Guide
Organizational Change (Chapter 9, Lamberton text)
7-Step Cycle of Personal Change
Definition’s of organizational change and organizational development
Kotter’s change model
Lewin’s change model
Lewin’s Force Field analysis change model
Kaizen change model
Resistance to change- reasons why
Stress/Stress Management (Chapter 3, Portolese text)
Types of stress- acute, episodic acute, chronic, eustress
Human Function Curve
Stress physical effects- fight, flight, freeze
Stress physiological effects
Causes of workplace stress
Customer Service (Chapter 13, Lamberton text)
Definition of customer service, fulfilling customer wants and needs
2 principles of customer service
Internal customer
External customer
Customer service strategies: encouraging feedback, brand promise, relationship selling
Keeping customers satisfied
Business Ethics/Corporate Social Responsibility (Chapter 15, Lamberton text)
Definitions of ethics and morals
Factors influencing workplace ethics
Ethical principles: principle of utilitarianism, principle of universalism, principle of right/legal, principle of justice
Code of ethics
Corporate social responsibility- traditional, stakeholder, public
Corporate social responsibility pyramid
Company responsibilities to stakeholders