Entrepreneurial and Small Business Operations Commons^™

“The Customer Is Always Right” Customer Service And Managerial Structures In Relation To Company Size On Main Road Rondebosch, Cape Town, Carlos Gausman

Independent Study Project (ISP) Collection

Customer service culture in Rondebosch, Cape Town will be studied in this paper. The relationship between customer service and management structures through operational models is explored. Customer Intimacy is the operational model used by the three cases studied – Pick n Pay, Lyra’s Café, and Zone Fitness. Business size and entrepreneurial influence play a role in the vested interest mangers and employees have concerning their work ethic (productivity, motivation, and efficiency) and company profit/personal income. Information was gathered through participant observation and interviews of branch managers, employees, and customers. Customer loyalty plays a larger role in maximizing profit than becoming …

Empresas Recuperadas, Elana Gold

Independent Study Project (ISP) Collection

Starting during the neoliberal economic policies of the 90’s and continuing through the crisis of 2001, over 200 abandoned or bankrupt factories have been recuperated by their workers to maintain their jobs and argentine industry. These factories, called empresas recuperadas, have an important role in providing economic alternatives to the typical exploitation of capitalism as nearly all are maintained as cooperatives where members share in the decision-making process and profits. Although they have their roots in the militant union history of Argentina, in many ways they have differentiated themselves from the typical worker struggle.

These factories have an interesting relationship …