Finals Flashcards
(38 cards)
The term is synonymous and associated with collectives, such as mass movements of workers, trade unions, and others.
• It was also linked to “Industrial” work, such as the manufacturing sector, labor-intensive tasks, and factory work that are full-time.
• The tone of was thought of to be more focused on “collective action,” such as bargaining agreements.
Industrial Relations
generally focuses on the restrictions and agreements between the industry to its workers in various levels of collectivization, as a union or as an individual. Its main goal is to ossify the interest of its subjects toward the company’s goals and aspirations.
The term revolves around a smaller subset of industries and goes beyond the collectives, such as trade unions.
• Are no longer just focused on factory work, manufacturing jobs, but now also includes the service sector/non-union entities, part-time, and contractual workers
Employee Relations
An agreement between both parties that binds the relationship between the employer and their employees.
Intangible agreement
The word itself conjures ideas of submission and power. In the relationship between employee and employer, compliance has different forms and root sources of power present in this interaction (Etzioni, 1975).
Compliance
Sources of power:
• Coercive – Punishment
• Remunerative – Financial reward
•Normative – Symbolic awards tied to values held by the company
Forms of involvement:
• Alienative – Negative or antagonistic
• Calculative – Careful and thoughtful of choices
• Moral – Positive and in accordance with norms set by the company
Again, following Etzioni, It is about involvement or moral bond between employer and employee and sharing an optimistic view that leads to a mutually beneficial relationship. Commitment is defined as a belief leading to employees creating positive value and even beyond the expected output
Commitment
– Commitment that can be distinguished with the psychological bond of the employer and employee that is held by common norms and values.
It is about the psychological bond betweenthe employee and the organization. This bond is built on commonnorms, values, and beliefs shared by both the employer andemployee. It’s attitudinal because it reflects the employee’sperception and emotional attachment to the company
Attitudinal commitment
– Commitment that can be described as “going beyond expectations” or loyalty to the company.
Refers to the observable actions anemployee takes that go beyond expectations or are based ona sense of loyalty to the company. These actions might include goingthe extra mile, working overtime without being asked, or makingdecisions that prioritize the company’s interests over personalinterests.
Behavioral commitment
in the context of employee-employerrelations is a perspective thatemphasizes cooperation and shared goals within theorganization. It suggests that both employers and employeesshould work together as a unified team, with commoninterests and mutual benefit. Under unitarism, the workplaceis viewed as a family-like unit, where collaboration, loyalty,and a collective effort toward the company’s success areprioritized.
Unitarism
It is an approach in employee-employer relationsthat acknowledges and accepts the existence of conflictinginterests between the two parties. It contrasts withunitarism, which emphasizes shared goals andcooperation. Under pluralism, it is understood that bothemployers and employees have distinct interests, andthese differences can lead to conflict. However, rather thanignoring or avoiding conflict, pluralism encouragesnegotiation and dialogue as a means of resolving disputesand reaching mutually acceptable agreements.
Pluralism
It approaches to employee-employerrelations are grounded in the idea that there is an inherentconflict between the two groups due to capitalism and theunequal distribution of power and resources. From aMarxist perspective, the relationship between workers (theproletariat) and employers (the bourgeoisie) isfundamentally exploitative, with the employer classprofiting from the labor of the workers while paying themless than the value they produce. Conflict and evenrevolution are seen as inevitable consequences of thissystem.
Radical/Marxist
1958, a man named created the idea of industrial relations as a system. He sees the system rooted in the ideas of “Inputs, Processes, and Outputs.”
J.T. Dunlop
Dunlop sees outputs defined by substantive and procedural rules that manage the main characters or actors within an industrial environment. The difference in substantive and procedural rules for some is rather unclear and hard to grasp.
Outputs
– Result of rules such as hourly wages.
These are the actual substantive outcomes of industrial relations—what isagreed upon between workers and employers regarding terms ofemployment. Substantive rules focus on the content of the agreement, suchas wages, working hours, benefits, job security, and other key terms thatdirectly affect the employment relationship.
Substantive rules
– Result of compromises about the system.
It deal with how decisions are made and howdisputes are resolved. These rules govern the processes, practices, and mechanismsused to reach the substantive agreements. They are concerned with how industrialrelations are managed and include procedures for collective bargaining, grievancehandling, and dispute resolution.
Procedural rules
for Dunlop, there are three pillars that are the independent variables under “_” these are actors, contexts, and ideology.
Inputs
It is simply the totality of values, beliefs, ideas, and more that are reinforced and shared by all actors across the different hierarchies. Ideologies that are shared stronger by the actors correspond to a better working relationship and harmonious environment, making the system more stable.
Ideology
refers to the practices and strategies used by organizations to maintain positive relationships with consumers by addressing their needs, concerns, and rights. It is important in good governance because it promotes transparency, accountability, and fairness in how services and products are delivered to the public.
It reflects social responsibility by ensuring that consumers are treated fairly, their rights are respected, and that products or services are delivered ethically and safely. It shows that businesses and institutions care not just about profit, but also about the well-being of society.
Consumer relations
In its most basic form, a way of thinking that captures the value one can put in the relationship of one’s business to its customers.
Customer relationship management
Importance of CRM:
• Increases customer satisfaction
• Helps build brand loyalty
• Improves service delivery
• Encourages repeat sales and referrals
Think of customers as a flowing stream and your business as your hand as you scoop water. Your hand may have the capacity to hold some, but it cannot fully contain the fast flow of water and its total volume. This simply implies that you cannot satisfy everyone, and even some customers that land on your hand can just slip away in time. It is the main task of businesses to keep customers and retain their loyalty.
Customer Retention
