According to Wells Fargo Corporate Culture Do you believe these employees knew how much damage they were doing to customers, the company, and the brand?
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According to Wells Fargo Corporate Culture
Do you believe these employees knew how much damage they were doing to customers, the company, and the brand?
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- Using a service organisation of your choice, how do the concepts of the theater, role theory and script theory help to provide insights into consumer behavior during the ‘moment of truth’ encounter? What insights can you give that would be useful for management?Considering the American heart association as a healthcare organization, What are the recognized strengths? What does these identified area do better than other companies? What unique capabilities or resources does this identified area possess? And what do other companies consider to be the strength?Identify and use relevant concepts from this chapter as well as your own thoughts and analysis to diagnose the scandal at Wells Fargo. How could such a scandal have occurred in the first place? Who and what was at fault?
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