One of the Many Changes in the Business Environment in Recent

question 32

Essay

One of the many changes in the business environment in recent years that has had significant impact on cost management practices is a focus on the customer. You are part of the management team in a medium-size computer service company. The company is just three years old and is growing fast, doubling its customer base every six months.
Required:
(a) Describe your typical customer's needs and service expectations.
(b) How has the doubling of your firm's customer base every six months affected its ability to maintain this focus on the customer? If this dramatic growth continues, what are some specific actions your firm can take to retain its goal of "focus on the customer"?

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Definitions:

Intrinsic Motivation

The drive to engage in an activity for its own sake, out of interest or enjoyment, rather than for an external reward.

Extrinsic Motivation

A type of motivation driven by external rewards outside the individual, such as money, fame, grades, or praise.

Instrumental Conditioning

A learning process in which behavior is modified by the reinforcing or inhibiting effects of the resulting consequences.

Dual Income

Refers to a household in which there are two sources of income, typically from two working adults.