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BLOCK 3: BUILDING LONG-TERM SUCCESS, PART B - This mind map illustrates…

- - - - Hazard :forbidden:
      - Likelihood
      - Impact
    - - Resillience/recovery :face_with_head_bandage:
        
        Operational Faliure :explode:
  - - - Employee Relations
        
        Inclusion/participation
        
        Voice :zipper_mouth_face:
        
        Empowerment
    - - Political astuteness
- - - - Retaining customers
        
        Profit :moneybag:
      - Value and satisfaction :smiley:
        
        Service
        
        S-D Logic
      - Commitment and trust
      - Loyalty
        
        Loyalty ladder
        
        Types of relationships
        
        Customer relationship life cycle :bike:
    - - Dynamic relationship marketing framework
  - - - Unfair customers
    - - Role and impact
        
        Communication :phone:
        
        Internal corporate communication
      - Critical service interactions
  - - - Internal
      - External