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Organizational Behavior 1 Running head ORGANIZATIONAL PAPER Organizational Paper XXX XXXXX University of Phoenix MGT 331 Organizational Behavior Alvin Cooper March 31 2004 Workshop 1 Organizational Behavior 2 Companies used to be defined almost exclusively by the products they produced or the services they provide Thats all changed There now defined by the way they provide their products and services Their behavior defines how there perceived in the marketplace in ways that products never really could Organizational behavior is the study of individuals and groups in organizations Schermerhorn 2003 pp 2 For years Sears has been under going a rebuilding operation around its customers and looked at the chain of cause and effect that ran through the intellectual capital assets of employee satisfaction loyalty and customer satisfaction loyalty to the bottom line Attitudes have a significant impact on customer service and employees exhibit more positive behavior when they understand how the business operates and how their roles contributed to attaining Searss goals The employee customer profit chain has become part of Sear organizational and cultural transformation process For example at our store meetings management shares individual performance priorities which are organized around the employee customer profit chain framework They discuss the businesses annual plans as well as what they are doing around these different dimensions and how they are going to drive change on those variables Sears must continue to do a great job on the work and shop side in order to get the long term payoff on the investments made For a lot of us it is fortunate that English is the language of global business But communication involves more than
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