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Block 3 Leadership and long term success - Coggle Diagram
Block 3 Leadership and long term success
Quality
Meeting and exceeding Expectations
Parasuraman gaps
Reliability
Parasuraman 5 pillars of quality
Leverage
Slacks importance performance matrix
Critical mass (Rogers diffusion of innovation)
80:20 Pareto principle
Gummersons part time marketers
Internal marketing (Mitchell)
Sinek's "Why" - organisational values
Ind's Employee brand advocates
Moore and walley cost to react vs prevent
Service
Service dominant co-creation logic
Normann's vicious/virtuous cycle
Employee relations
Cost reductions with staff retention (Kotler, Armstrong)
Change management
Kotters management vs leadership distinction
Bowen, lawler's Employee empowerment through kotter's leadership
Kootters 8 step change framework
employee voice
flexible working
offices competing with telworking
Communicating with employees
Creating long term value
Leadership