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