CLASS -- let's dive into a discussion on customer service management.

A). Based on the textbook (Managing Operations Across the Supply Chain, Fourth Edition, Morgan Swink, Steven Melnyk and Janet L. Hartley, 2020 McGraw-Hill), what is the hierarchy of commitment to customers, and why do some companies not go beyond basic service? Where does your company fall on this hierarchy?

B). REAL WORLD POST. What is a specific example, illustration or application of the hierarchy of commitment to customers that I highlight in the Week 6 Live Engageli Session? What stood out to you about the hierarchy of commitment to customers example and how can you use it in your professional career?

C). REAL WORLD POST. Based on the CNBC video: How Amazon Returns Work,

(i). Where does Amazon stand on the hierarchy of commitment compared to other retailers, and what specific things are highlighted that support your response?

(ii). Based on the material in the textbook (Managing Operations Across the Supply Chain, Fourth Edition, Morgan Swink, Steven Melnyk and Janet L. Hartley, 2020 McGraw-Hill), what forms of customer relationship management are evident? (Provide some specific examples).