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Available from http://smbp. ca/2015/10/ikea-swedish-supply-chain-management-machine/ (accessed April 12, 2016). Lupton, K. (2015). Taking social media metrics on the road! ca/2015/11/taking-social-media-metrics-on-the-road/ (accessed April 12, 2016). McGregor, D. (1960). The human side of enterprise. New York, NY: McGraw Hill. Marquis, J. F. (2016). Starbucks… or How to turn ordinary customer experience into extraordinary. ca/2016/02/starbucks-or-how-to-turnordinary-customer-experience-into-extraordinary/ Montpetit, H.

Online survey tools and conference technology make surveying customers much cheaper. Social media also enables more effective group working, both internally and with external partners, which can improve the collaboration needed to develop designs and create products or services. • The quality of products, based on knowledge of customer requirements, can also be improved. Knowledge of customer requirements can come from online customer engagement, and it is increasingly benefitting from social media data analysis.

Available from http://smbp. ca/2015/10/employee-blog-spurs-innovative-spirit-at-christie/ (accessed April 12, 2016). Booth, P. (1988). Employee involvement and corporate performance. Canadian Business Review, 15(1), 14–16. Capling, S. (2015). Dell is listening and driving product development as a result. ca/2015/10/dell-listening-for-product-development-results/ (accessed April 12, 2016). Carr, M. , & Mellizo, P. (2013). The relative effect of voice, autonomy, and the wage on satisfaction with work.

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Behind the Mask - Revealing the Face of Corp Cit


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