Maurice Tutor

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About Maurice Tutor

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Teaching Since: May 2017
Last Sign in: 402 Weeks Ago, 4 Days Ago
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Education

  • MCS,PHD
    Argosy University/ Phoniex University/
    Nov-2005 - Oct-2011

Experience

  • Professor
    Phoniex University
    Oct-2001 - Nov-2016

Category > Accounting Posted 13 Aug 2017 My Price 9.00

Consumers and attorney generals

Consumers and attorney generals in more than 40 states accused a prominent nationwide chain of auto repair shops of misleading customers and selling them unnecessary parts and services, from brake jobs to front-end alignments. Lynn Sharpe Paine reported the situation as follows in Managing for Organizational Integrity, Harvard Business Review; March-April 1994:
In the face of declining revenues, shrinking market share, and an increasingly competitive market… management attempted to spur performance of its auto center…. The automotive service advisers were given product-specific sales quotas-sell so many springs, shock absorbers, alignments, or brake jobs per shift-and paid a commission based on sales…. Failure to meet quotas could lead to a transfer or reduction in work hours. Some employees spoke of the ?opressure, pressure, pressure?? to bring in sales. This pressure-cooker atmosphere created conditions under which employees felt that the only way to satisfy top management was by selling products and services to customers that they didn’t really need. Suppose all automotive repair businesses routinely followed the practice of attempting to sell customers unnecessary parts and services.
Required:
1. How would this behavior affect customer? How might customers attempt to protect themselves against this behavior?
2. How would this behavior probably affect profits and employment in the automotive service industry?

Answers

Maurice Tutor
(5)
Status NEW Posted 13 Aug 2017 10:08 AM My Price 9.00

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