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Organizational Business

In:

Submitted By Nsaoud
Words 2934
Pages 12
China Mobile

Organizational Behaviour
BUS1020

Professor: Anna Bortolon
December 9, 2015

Table of Contents

Page Number
Executive Summary 2
Statement of Research Questions 3
Company Background 5
Decision Criteria 5
Analysis of Situation 7
Alternatives 9
Recommendation and Conclusion 11
References 12

Executive Summary
As the leader in China’s telecommunication industry, China Mobile should meet its consumer needs, however with customer expectations continuing to grow at an astounding rate, they organization has been struck with issues that stem from poor organizational management and behaviour (Hickie, 2012). Customer dissatisfaction and lack of customer loyalty has been a problem experienced by the organization stemming directly from a lack of employee satisfaction. To solve this problem the group has asked, “How can China Mobile increase its customer service satisfaction and in turn increase its customer loyalty?”
Using the concepts and principles of organizational behaviour, the research questions have been analyzed resulting in recommendations and alternatives to overcome the issue. Job satisfaction, a reward system, goal setting and a change in organization culture is seen as the effective strategies in which to overcome employee dissatisfaction. Of these concepts, the reward system will best be applied to the organization.
Outlined in the following document is our analytical viewpoint of China Mobiles’ customer service problem and our recommended solution.

Statement of Research Questions
Research shows that more and more customers choose or switch to other mobile companies because they not very satisfied the service offered by Chinese Mobile Communications Corporation (CMCC). Although the telecommunication industry in China is

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