浙江大学：《领导科学》课程PPT教学课件（讲稿）第四讲 领导力（主讲：陈劲）

第一章 导论 第二章 领导与管理 第三章 领导过程 第一节 构建愿景 第二节 赢得支持、联合群众 第三节 促动和激励人们 第四章 领导者的基本素质 第五章 自我塑造：领导的第一课 第一节 了解自身 第二节 了解世界 第三节 自我塑造 第六章 勇敢：领导者的本质 第七章 有效的领导 第一节 赏识下属及其多样性 第二节 提高下属的能力 第三节 服务于目标 第四节 保持希望

Carleton(arl)S. Fiorina是惠普公司 的主席,总截和首席执行宫。两次被福布 斯》杂志评为美国经济界的最有权力的女性 也被看作是美国成功女性的代表人物

Reputations can create value in B-to-B markets and support diversification Brands create more value if the products are frequently purchased and in high involvement categories

Reputations can create value in B-to-B markets and support diversification Brands create more value if the products are frequently purchased and in high involvement categories

The wheel of retailing Gain entry with low prices Gain trust and loyalty Add offerings and raise prices Differentiate from new no-frills entrants

In a service company, important parts of the productare being designed by the front liners every time they serve a customer They are uniquely positioned to read customer needs. You need to provide them with information(about costs)and Incentives

The fox case Room for one more a number of changes make it easier to enter Chapter transmission technology More syndication More independent stations Demographics makes the young niche larger The networks have a hard time defending

Complaint management is an Investment Cost of customer acquisition vs retention Loyal Word of mouth(p positive or negative) Information for design changes Compensation may exceed price

Please read the package and think about Which replies are good and why? Which replies are bad and why? Is a reply always better than none? What do the companies get out of this?