yakkatech case study answers

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CASE STUDY ON YAKKATECH

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Purpose: This study sought to empirically assess the impact of employee turnover on customer service and competitiveness of an establishment. It set out to first identify the salient factors of employee turnover. Thereafter, it ventured to outline the relationship of employee turnover as illustrated by its constituent factors with customer service delivery. Design / Methodology / Approach: The study adopted the case study research design in order to gain advantage from its intrinsic ability to incisively capture real life settings and detailed information. Five (5) sample hotels were selected purposively. Within each of these hotels, cluster random sampling was used to select 160 respondents. Descriptive and inferential statistics geared to the Pearson’s Product Moment Correlation Coefficient (r) were used to identify patterns on the data so obtained. The statistical Package for Social Sciences (SPSS) facilitated this analysis. Findings: The inquiry revealed that low job satisfactio...

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This study describes why and how a small-and-medium sized enterprise (SME) should implement customer complaint management via an action research methodology named socio economic approach to management (SEAM). The action research project including two action plans (2015-2016 and 2017-2018) analyzes customer complaints, explore the causes of customer complaints from employees’ viewpoints, put forward action plans, implement action plans and evaluate organizational performance in a case of Passenger Transport Company in Vietnam. The study develops customer complaint management framework by approaching from a strategic level, with aggregate complaint analysis, an organic perspective of exit–voice theory in combination with SEAM (a pragmatic oriented action research methodology) and holistic approach of People, Process and Technology. The study standardizes the customer complaint management process, improves organizational performance and fosters the relationships between final consumers...

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Customers’ complaints represent an opportunity for any organization who wants to improve relationship with customers, to find out the problems existing into organization and the way to solve them, to improve the amount of knowledge and the desire, beliefs, and needs of customers. All those are made in order to increase value for organization and also for the customers. Having objective information, updated, clear and sincere, the organization may improve the quality of their products and services it offers. Thus, any complaints may be regarded as a gift not as a negative feedback from the customers, or as a two-way feedback based on trust and collaboration. A gift which will bring performance on long term based on win-win situations. In this article we will disseminate the literature in the field and also we will analyze the results of a research made on 150 respondents who analyzed 10 institutions, the willingness to recommend them to other customers and the problem existing into t...

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ABSTRACT In today's highlycompetitive and cutthroat service industries, managing the balance between costs of delivery, level of service and customer satisfaction can mean the difference between business growth, and dwindling customers and market share. Customer retention has become vital, as even a small reduction in customer defection can have a disproportionately positive effect on profitability. Excellent customer relationships are the major key of organizational triumph.

Denis Thomas Leonard

Tariku Wakasa

The study sought to analyze the effects of downsizing strategies on survivors' organizational commitment (affective, continuous, and normative) at Ethio Telecom. This study used descriptive and causal effect type of study. It focused on both qualitative and quantitative approaches for collection and analysis of data. This research made use of both primary and secondary sources of data. The researcher employed simple random sampling technique to select 362respondents from each zone and headquarter offices. In this study, Structural Equation Modeling (SEM) was employed. As the findings depict that positive and significant effect of exogenous variables (organizational justice: procedural and distributive justice) with the standardized estimate for procedural justice on affective, continuous, and normative commitment effects were all significant but they are not that much strong (ß =0.22, 0.18, 0.17) while distributive justice had high effect on affective, continuous, and normative commitment0.97, 0.99, 0.98 and respectively. Based on the above findings the researcher inferred that there was organizational procedural injustice in the time of downsizing at Ethio Telecom. Consequently, these perceptions affected adversely survivors' organizational commitment. As a result, survivors are neither emotionally attached nor have feeling of continuous commitment to the company. Hence, the researcher recommends that the strategists should do the following in order to make it effective: plan the process properly, study the overall scenario prior to the attempt, do human resource planning industriously, set clear selection criteria, make the process transparent, communicate timely, conduct behavioral trainings, align each unit activity with company's strategic objectives, and prepare victims for other jobs.

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Purpose This study aims to examine the effects of organizational tactics (e.g. explanation and monetary compensation) on customers’ reactions to service termination. The mediating role of anger and the moderating role of termination strategy on the effectiveness of organizational tactics are examined to enhance the understanding of customers’ reactions to service termination. Design/methodology/approach Three experimental studies are conducted with different contexts (telecom and banking) and samples (students and consumers). Findings Study 1 results show that explanation and high monetary compensation reduce negative word-of-mouth and enhance corporate image and anger mediates these effects. Study 2a results show that high monetary compensation becomes ineffective when firms use a soft termination approach. Study 2b results show that an explanation is equally effective in soft and hard termination approaches. Importantly, unlike high monetary compensation, the explanation can fully...

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Analysis of Yakka Tech Inc - Case Study Example

• Subject: Human Resources
• Type: Case Study
• Level: Undergraduate
• Pages: 8 (2000 words)
• Downloads: 3
• Author: noble10

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Director moustapha akkad, teach team members to think, change and transformation in the metamorphosis, serving high-tech and internet companies, the essential of innovation: amtrak tech, why ivy tech why now, tech tierra forecasting, global information & tech: international technology analysis.

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