Author Question: The goal of changing an organization's culture to improve customer service in a large highly ... (Read 102 times)

K@ · **on:** Jul 7, 2018

The goal of changing an organization's culture to improve customer service in a large highly structured firm is often thwarted because _____.

a. first-line supervisors resist changing their supervisory roles
b. the organization lacks financial resources to refurbish the physical plant
c. top management fails to provide commitment to change
d. such organizations are just too large to change its culture
e. all of the above

Question 2

What are the positive and negative implications for electronic negotiation? Does information technology
help or hinder the ability of negotiators to expand the pie of resources in a negotiation?

What will be an ideal response?

kilada · **Reply #1 on:** Jul 7, 2018

Answer to Question 1

c

Answer to Question 2

The likelihood of reaching a mutually profitable outcome (and avoiding impasse) is a function of the richness of the
communication. Thus, negotiators who communicate face -to-face are more likely to reach deals and avoid impasse
than are e -negotiators. The biggest threat to effective negotiation in non-face -to-face settings is the loss of rapport
and the tendency for people to be less conscious of social norms. Negotiators who communicate electronically
report less desire for future relationships with the counterparty, less confidence in their performance, and less
overall satisfaction. If a negotiator has a strong bargaining position, face -to-face interaction is ideal; if a negotiator
has a weak bargaining position, impoverished media can provide an important buffer. Regarding expanding the
pie, there are mixed results, with some investigations finding that face -to-face negotiation results in better joint
profits; other studies indicate that there are no differences.