Comcast Customer Satisfaction Essay

In the case study titled Walt Henderson, Walt Henderson works for a drafting company along side thirty other technicians that are supervised by two inspectors. Walt is demonstrating issues of a negative or unfavorable attitude at work. According to this class’s textbook “Attitudes are evaluative statements – either favorable or unfavorable – about objects, people, or events” (Robbins, and Judge 66). The study at hand, shows that Walt is a hard working individual that at times takes his work home to ensure projects are completed on time. In doing so, he finishes work quickly at the job and proceeds to work on personal matters in the office. Walt believes that because he completes his work early by using his personal off time that he has the right to work on personal matters in the work place. Doing personal work at the work place violates some of the rules of the work place and has been instructed to him by his supervision on the matter in the past. This paper will answer a few questions that are: What is Walt Henderson’s attitude toward work? What are the main components of Walt Henderson’s attitude toward work? If Walt Henderson becomes dissatisfied in his work, what is he likely to do about it: exit the organization, voice his dissatisfaction, remain loyal, or neglect his work? And lastly, what can Walt Henderson’s supervisor do to ensure Walt’s job satisfaction without endangering

Every Comcast employee must know how to provide the best customer satisfaction to their customers. In order to make a customer happy they must establish a great relationship with their customers. By becoming customer-focused they are able to reposition themselves and provide the very best customer service.

Comcast identifies its target market size as 50.6 million homes, located in 39 states and the District of Columbia, which can be connected to its distribution system without further extension of transmission lines. Currently, Comcast has 24.2 million video customers (47.8% penetration), 14.9 million high-speed internet customers (29.7% penetration), and 6.5 million phone customers (13.9% penetration). Comcast generates approximately 95% of its consolidated revenue from its Cable segment. Its cable systems simultaneously deliver video, high-speed internet and phone services to its customers (2008 Annual Report).

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

Donna Cowan is in charge of Human Resources Development at the Thoroughly Modern Manufacturing Company (TMM). TMM makes "low tech" office products such as file cabinets, computer tables and bulletin boards. The company's CEO recently asked Donna to identify key manufacturing jobs and re-design them in ways that will make them more intrinsically motivating to employees. The CEO's goal is to improve employee job satisfaction and performance, and reduce absenteeism and turnover.

It is imperative to satisfy customers and give them an amazing experience at the company. While it cost less to sell to existing customers and companies can increase profit by selling to the same customers; if customers are satisfied, there is more chance they will come back for more services or products. Satisfied customers are a free marketing for the company. However, it is the opposite if customers are dissatisfied. Dissatisfied customer will tell 8 to 10 people about his or her experience (O’Brien, A & Marakas, G. 2004). If by any reason, representatives see that the customer is not satisfy, they should act fast and fix the problem. Furthermore, there is more chance for sale representatives to sell to an existing customer that to a new customer. A good strategy for customer retention is to reward good customers. Companies can easily do

Job satisfaction can be known to some people as an important element in their lives. If an individual is unhappy with their occupation it may affect other parts of their life. Job satisfaction can be seen in what one wants in a job as to what one has in their current job.

Wicker (2011) explains that job satisfaction has been made to refer to a variety of facets throughout the years. One such perspective on job satisfaction would be the sense of inner fulfillment and pride when performing a specific job. In addition, an employee who feels that he or she has completed, something of importance, as well as, worthy of recognition, explains Webster (2010). The presence of pleasurable emotions, that leads an employee towards a positive mind set and upgraded performance at job, occurs with job satisfaction amongst employee, states Wicker (2011). Moreover, elements of creativity, loyalty flexibility and innovation are the core foundations of an employee with job satisfaction.

Dissatisfied and satisfied employees in the workplace can affect their productive and job performance. The work place, promotions, advancements, and supervisors are things that can cause an employee to be satisfied or dissatisfied at work. In my workplace some of my supervisors have driven my attitude. Robbins (2007) states, “attitudes are evaluative statements-either favorable or unfavorable-about objects, people or events.” (Robbins and Judge, 2007, p. 75) When I was first promoted to Sergeant and transferred to supervisor the Criminal Investigations Unit, I was excited about the new opportunity and the knowledge I would learn and give. My attitude towards the workplace and towards my employees was high and willing to help or produce a positive work environment. As a Christian in a non-Christian workplace, a great attitude towards job satisfaction can be found in the Bible. In Ecclesiastes 5:18 (New Living Translation), it says, “I have noticed one thing, at least, that is good. It is good for people to eat, drink, and enjoy their work under the sun and during the short life God has given them.” The workplace can be stressful but when you have good leadership they can effectively change the attitude of the people they serve.

Job Satisfaction is defined as the positive feeling felt by an individual about a job which results from and evaluation of the job’s characteristics (Robbins & Judge, 2013). With an understanding of job satisfaction we will look at and describe the issues of three individuals and their three different jobs. Describing their job satisfactions, dislikes, and how all this relates to their performances on the job.

Job satisfaction is extremely vital to any organization that without it there can be a decrease in employee commitment. Lack of such an important variable can lead to employees quitting their jobs (Alexander, Litchtenstein and Hellmann,1997). Additionally, studies have shown that fear can be used as a form of motivation; however, it is temporary and has a negative outcome (Lall and Zaidi, 2008). Such outcome can be the decrease of job satisfaction which will result in the lack of productivity which has an unwanted impact on the organization.

McGregor (1960) has done an analysis in a different way and formed X and Y theory. The Theory X says that the people are control by a different way like controlled, directed, threatened with punishment. Basically it’s controlled in a way that people doesn’t like. Theory Y is totally opposite and it’s the way the people are given authority to do their job at their own, means self-directed. Specifically in Brandix Theory X is not in use and by using Theory Y, people are motivated and guided to work on their own. Sewing machine operators are trained to work on their own with the LEAN initiatives. This is one of the best way to get their job satisfied.

‘Job satisfaction is not just about job conditions. Personality also plays a role. Research has shown that people who have positive core self-evaluations—who believe in their inner worth and basic competence—are more satisfied with their jobs than those with negative core self-evaluations. They not only see their work as more fulfilling and challenging but also are more likely to gravitate towards challenging jobs in the first place. Those with negative core self-evaluations set less ambitious goals and are more likely to give up when confronting difficulties. Thus, they are more likely to be stuck in boring, repetitive jobs than those with positive core self-evaluations.’

Do people really like their jobs? Definitely, everyone knows from the news about dissatisfied workers going on strike or even acting violently toward their supervisors, directors, but overall people are quite satisfied with their jobs. According to the surveys percentage of satisfied people averages in the US is about 85 percent. The feelings, reflecting attitudes toward one's job, are known as job satisfaction.

Have you ever felt like you needed a change at work? At one point during that exact same job you felt excited about waking up and going to work? These feelings are normal and all have to do with your job satisfaction. What is job satisfaction? Judge (2013) defines this as “A positive feeling about one’s job resulting from an evaluation of its characteristics” (p.74). We are going to explore three different people with three different job satisfaction levels, characteristics of their jobs that lead to increased levels of satisfaction, characteristics of their jobs that lead to reduced levels of satisfaction, and how their job satisfaction relates to job performance, citizenship behavior, turnover, and company profit.