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B207 Block 3 - Coggle Diagram
B207 Block 3
Relationship marketing
Service-dominant logic
Customer value and customer satisfaction
Types of relationships
Customer loyalty
Benefits of relationship marketing
Defining relationship marketing
Business-to-business relationships
Transactional versus relational strategies
Other factors
Trust
Customer orientation
Commitment
Communication
The key tools to controlling quality
Scatter diagram
Critical service interactions
Control chart
Unfair customers
Histogram
Types of employees
Internal marketing
Internal marketing communication
Critical service interactions
The role and impact of staff
Unfair customers
The benefits of internal marketing
Types of employees
The importance of quality
Cost of quality
Quality assurance and quality control
Quality management
Quality systems
Quality and business sustainability
Leadership as
Position
Purpose
Result
Process
Person
Operational risk and resilience
Impact
Likelihood
Hazards
Managing risk
Crisis management
Externally generated crises
Internally generated issues
What constitutes a crisis
Managing crises and issues
Measuring success
Other measures of marketing success
Using multiple measures
Key marketing measures
Time frames in evaluating marketing success
A Global Green New Deal
Changing the game
Development
Energy
Climate
Seizing the opportunity for an energy transformation
Push down to lift up
The politics of business and management
Analysing the political context
Managing the political context
Understanding the political context
The voice of workers
How trade unions fit in with employee 'voice'
Why voice matters
How workers can be heard
Productivity
Horizons shifting
Sustainability
Employee involvement
Stephen Hawking on Artificial Intelligence
Benefits
Drawbacks
Why the future office
The 'super-desk'
Healthier offices
The importance-performance matrix
Leadership versus management
Strategic leadership