Date of Award

5-27-2015

Document Type

Thesis

Degree Name

Master of Arts (MA)

Specialization

Communication and Leadership

School or Department

School of Leadership Studies

First Advisor

Dr. Michael Hazel

Abstract

The objective of this research project is to demonstrate how organizations, and their employees, may benefit from following a customer centric business model to include having a better understanding of the organizational goals and roles of employees. The study is built on the philosophy that organizational culture--and messages that both frame and result from that culture—plays a vital role in the daily lives of employees, which can enhance or detract from the customer experience. The research also examines the implication that poor service has on customers, employees and the organization as a whole and investigates the negative, residual effects of profit model businesses. The study explores areas where organizations can improve products and services and suggests “best practices” product development, training, and leadership. The final stage of the research project is a training manual that encapsulates the recommended “best practices,” which will be shaped and further developed based on organizational assessments and requirements of management.

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