Buad 474 Chapter 14

Front 1

Empowerment

Back 1

Occurs when employees are given the power in their jobs to do the things necessary to satisfy and make things right for customers.

Front 2

Performance Appraisal and Review

Back 2

very KEY, formal, systematic assessment of how well employees are performing their jobs in relation to established standards and the communication of that assessment to employees.

Front 3

Expectancy Theory

Back 3

an employee will expand their effort on some task- expects to get something for doing good things.

Front 4

Theory X

Back 4

everybody’s dumb”, people are closely supervised and controlled and given economic inducements to perform properly.

Front 5

Theory Y-

Back 5

your empowered, the theory of management that views employees as self-reliant and enjoying work and thus can be empowered and delegated authority and responsibility.

Front 6

Potential Employees include

Back 6

Competitors, walk-ins, employment agencies, schools and colleges, former employees, advertisements, recommendations, customer referrals.

Front 7

Potential Customers Include

Back 7

Competitors, walk-ins, advertisements, employees, customer referrals, affinity programs, customer agency.