You Make the Call-Situation 1

question 86

Essay

You Make the Call-Situation 1
Jeremy Shepherd is the founder of PearlParadise.com, in Santa Monica, California. His jewelry business recognizes the importance of ensuring that customers keep them coming back.
However, Shepherd is uncertain as to which customer retention techniques he should use to develop a strong foundation of repeat customers. PearlParadise.com's Web site has the software capabilities to support customer interaction.
(Source: Melissa Campanelli, "Happy Returns," www.entrepreneur.com/mag/article/0,1539,312420,00.htm, January 2004.)

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Definitions:

Leader Substitutes

Factors in a work environment that diminish the need for a leader, such as highly knowledgeable teams or comprehensive work processes.

Transformational Leadership Model

describes a leadership approach that causes change in individuals and social systems, inspiring followers to exceed their own interests for the good of the group or organization.

Idealized Influence

A leadership behavior characterized by acting as a strong role model with high ethical standards.

Extrinsic Motivation

Motivation driven by external rewards, such as money, fame, grades, or praise, rather than intrinsic enjoyment or interest in the task itself.