General Motors Mission, Vision, and Values

General Motors Mission, Vision, and Values Company Background Founded in 1908, General Motors Corporation (GM) is the worlds largest automaker and has been the global industry leader in sales for 76 years (General Motors, 2008a). The United States is GMs largest national market, followed by China, Canada, the United Kingdom, and Germany. Today, the company employs about 284,000 people worldwide. With its global headquarters located in Detroit, GM manufactures cars and trucks in 33 countries. In 2006, GM sold 9.1 million cars and trucks globally under the brands Buick, Cadillac, Chevrolet, GMC, GM Daewoo, Holden, Hummer, Opel, Pontiac, Saab, Saturn, and Vauxhall (General Motors, 2008a). GM has fostered partnerships with many automobile manufacturers around the world. The company is currently the majority shareholder in GM Daewoo Auto Technology Co. of South Korea (General Motors, 2008a). GM has collaborated with Suzuki Motor Corp. and Isuzu Motors Ltd. of Japan with product, powertrain, and purchasing. The company has also collaborated with DaimlerChrysler AG and BMW AG of Germany, and Toyota Motor Corp., on advanced technology and ventured in vehicle manufacturing with several automakers, including Toyota, Suzuki, Shanghai Automotive Industry Corp. of China, AVTOVAZ of Russia, and Renault SA of France. The company currently sells its genuine parts and accessories under the GM, GM Performance Parts, GM Goodwrench, and ACDelco brands through GM Service and Parts Operations, which supplies GM dealerships and distributors worldwide (General Motors, 2008a). With all of GMs success in the past, the company is facing challenges during this time of economic hardship. The companys market valuation has decreased to $5.9 billion and its stock prices are at its lowest in 50 years (Lowenstein, 2008), which is evident with a closing price of $9.69 on July 10, 2008 (Yahoo Finance, 2008a). The skyrocketing price of oil seems to be the immediate cause of GMs problems, decreasing the sale of its sport utility vehicles and trucks (Lowenstein, 2008). The automaker is potentially looking at more layoffs and speculation of a possible sale of Buick and Pontiac (Lowenstein, 2008), however GMs vice president states that Hummer is the only brand the automaker is considering selling at this time (Yahoo Finance, 2008b). Mission/Vision Statement The mission/vision of GM is to be the world leader in transportation products and related services (General Motors, 2008b). Through continuous improvements driven by integrity, teamwork, and innovation of GM people, the company has earned its customers trust and enthusiasm. With all of the competition and the advancement of hybrid and alternative fueled vehicles, GM should look to being a leader of innovation. With this in mind, the mission statement could read GM will become the world leader in quality, innovative, and cost efficient products. The mission is for GM to become the auto industry leader in sales and market share in the global market. Company Values GM has six core values in which employees are to use in conducting daily business practices (General Motors, 2008c). These core values consist of continuous improvement, customer enthusiasm, innovation, teamwork, and individual respect and responsibility. These values must portray an image to the companys consumers that it values their needs and wants. With this said GM should add customer value and thinking green to its core values. This measure would show the company is focused on achieving high levels of customer satisfaction by providing innovative products that offer customers more choices with alternative fueled vehicles. Thinking green will show the company is concerned with doing right by the environment How Mission, Vision, and Values Aid in Reaching Desired End State Mission/Vision In order for GM to achieve its vision, the company understands that many issues must be addressed in order to attain its many goals. In order to become a more sustainable company, GM recognizes the importance of integrating economic, environmental, and social objectives into its daily business objectives and future planning activities. The future success of the company partly depends on technology, innovation, and partnerships (General Motors, 2008b). With technology, GM can efficiently address climate changes and fuel efficiency through its products. By accelerating the development and deployment of new technology, the company is able to improve its existing technology. Innovation provides GM with the tools to develop new ways of doing things as a company and with others. With increased competition in the global industry, innovation is critical in the future success of the company. In order to continue being responsive to the needs and concerns of its stakeholder and creating a sustainable future, GM understands the importance of continuing to build strong partnerships with the employees, industries, governments, markets, and communities, and others in order to be responsive to the needs and concerns of our various stakeholders (General Motors, 2008b). Values GM is based on is six fundamental values.With these values, the company has adopted and endorsed principles, such as the GM Environmental Principles and the Global Sullivan Principles. These principles are consistent with the companys values and serve to inform its strategies. The company states, These strategies drive our behaviors and actions, which produce the results that matter (General Motors, 2008c). Components of the Strategic Management Process Needing to be Analyzed Effect the New Strategy will have on the Leadership and Culture of the Organization How the Outcomes will Affect Stakeholders References General Motors. (2008a). About GM: Company profile. Retrieved July 10, 2008, from http://www.gm.com General Motors. (2008b). Sustainability and GM: Vision and Strategy. Retrieved July 10, 2008, from http://www.gm.com General Motors. (2008c). 2005/06 corporate responsibility report. Retrieved July 9, 2008, from http://www.gm.com Lowenstein, R. (2008). Siphoning G.M.s future. New York Times, p. A.21. Retrieved July 10, 2008, from ProQuest database. Yahoo Finance. (2008a). General Motors Corporation (GM): Historical prices. Retrieved July 12, 2008, from http://finance.yhoo.com/ Yahoo Finance. (2008b). GM reassures dealers only Hummer brand is for sale. Reuters. Retrieved July 10, 2008, from http://biz.yahoo.com

European Politics Essay

Not long after taking office as President, Nicolas Sarkozy initiated a bold agenda of sweeping governmental and economic reform which enflamed controversy and engendered violent confrontation within the French government and among the French population regarding both the state of economic parity within French society, and France’s role in a swiftly changing global-political climate. Sarkozy, a former member of the National Assembly, a two-time appointee as Minister of the Interior, and a past President of the UMP, rose to prominence as a widely popular (and also widely unpopular) figure in the conservative wing of French politics. Although Sarkozy’s personal and romantic life as well as his financial dealings and his â€Å"public image† have all fallen under the intense scrutiny of the French and International media, the most controversial issues associated with President Sarkozy have generally been and continue to be issue and policy oriented. Prior to being elected President, Sarkozy made International news headlines when, as Minister of the Interior, â€Å"Sarkozy, insisted that Muslim women pose bare-headed for official identity photographs† (Scott, 2005), a move which provoked a storm of opposition within France and throughout the globe. However, Sarkozy’s intentions were even much wider than revealed by his policy regarding identity photos; Sarkozy’s â€Å"main recommendation, accepted by Chirac in January 2004, was for a law prohibiting the wearing of ostentatious signs of religious affiliation in public schools. This is now the law of the land† (Scott, 2005). Sarkozy’s record prior to becoming President indicated that he was a man unafraid to pursue a controversial course of action. As president, one of Sarkozy’s first publically criticized actions was his handling of a Libyan hostage crisis which involved the retrieval of Belgian health-care workers who had been held in Libya. In return for releasing the Belgians, the Libyan dictator Gaddafi was able to gain President Sarkozy’s signature on a treaty which transferred hundreds of millions of euros, along with important military equipment to Libya. This move was met not only with criticism but with a call for an investigation at the parlimentary level which was requested by the head of the French Socialist Party. Although this single example may seem slight in light of the forthcoming discussion regarding governmental reform and the EU policy on climate change which will form the heart of the present study of Sarkozy’s administration, the incident is illustrative of the odd duality which seems to stamp itself on many of Sarkozy’s policies, programs, and initiatives. The duality is one rooted on one side in what many might consider a superficial, yet effective, understanding of public image and political theater; on the other side, it is rooted in what many might call brutally pragmatic economics. Critics of Sarkozy go further than to call the President an economic pragmatist. Many members of Sarkozy’s own conservative party, the UMP, have criticized the President for being a strong advocate of free-trade while simultaneously backing sweeping reforms in the working-class sector including his â€Å"loi de modernisation de l’economie† (Lawday, 2007), or â€Å"Modernization of the Economy Law† which in addition to relaxing federal restrictions on retail prices and work-regulations, allowed workers who worked over thirty-five hours a week to collect their overtime pay tax-free. If, basically, Sarkozy’s economic policies reflect â€Å"a free-market, self-responsibility venture that he claims every advanced country in Europe, from Britain to those in Scandinavia, and lately Germany, has adopted to its advantage† (Lawday, 2007) they also reflect an essentially conservative philosophy which stands in odd contrast to Sarkozy’s iconoclastic image as an agent of change. As one observer phrased it, Sarkozy’s economic philosophy and national economic program â€Å"represents not so much novelty as catch-up politics with a conservative twist† (Lawday, 2007) and, as such, Sarkozy’s economic programs include the curbing of labor unions and their power. These aspects of Sarkozy’s approach to government and economic matters leaves little room for doubt that — at least in relation to financial matters — the President is a true conservative, although his vision may be, overall, a bit more modern than that which is commonly associated with conservatism, the end-result is the same. Sarkozy’s economic philosophies are important not only because they impact one of the most crucial sectors of public policy and governmental influence in France — the economy — but also because they indicate the aforementioned duality of purpose and bearing which seems to stand as part and parcel of Sarkozy’s political career. If on e the one hand, Sarkozy wanted to â€Å"amend the 35-hour working week so that it is no longer the reposeful regulation it implies† (Lawday, 2007), he also sought to simultaneously â€Å"force strikers to maintain a minimum service for trains, buses and other public services† (Lawday, 2007) and to â€Å"slice into the bloated state bureaucracy, where the unions are strongest, by permitting one replacement for every two retiring government office workers† (Lawday, 2007) while at the same time admitting — in the face of the recent global economic crisis — that laissez faire capitalism is dead. The economic platform and policies which Sarkozy has advocated indicate that — above all else — Sarkozy is a pragmatist. This fact is s very useful fact because, by keeping it firmly in mind, a more complete understanding of Sarkozy the politician can be gained. In point of fact, most of what passes for â€Å"populism’ in Sarkozy’s public image is precisely due to his pragmatic approach. His populist reputation as a French nationalist who is for robust immigration reform may collide somewhat uncomfortably with his status as the (rotating) President of the European Union, just as his stand on unions collides with his recent, public statements regarding socialism where Sarkozy responded to the question: have you become a socialist? — with the answer â€Å"Maybe† (Lawday, 2007). Sarkozy’s radicalism — which stands in sharp contrasts to his fiscal conservatism and his conservatism on issues such as immigration and unions — manifests itself not in ideology, necessarily, but within the framework of his aforementioned pragmatism. In other words, Sarkozy may be a populist to the extent that he adopts positions which will curry favor with French Nationalists, such as the â€Å"headscarf† legislation mentioned at the opening of this paper, he may be a fiscal conservative bent on busting the unions and generating a productive working class base for French society, but in each case his convictions, while arguably difficult to pin down under a single umbrella of ideology, are always enacted by way of robust action. Sarkozy may be many things, but one thing he certainly is not is a dawdler. One of the most illustrative examples of Sarkozy’s style and substance as a leader, and specifically as the President of France, is his massive reform of French government and the displacement of governmental power. Although — as will be demonstrated shorty — Sarkozy’s controversial reforms to French government have the design and purpose of bringing the government into the modern era of global-politics and allowing for a more efficiently run government within France itself, the same reforms have been assailed by Sarkozy;’s critics, primarily by the French Socialist party, as being tantamount to instating a dictatorship in France with Sarkozy himself enthroned as dictator. Although the specificities and complexities of Sarkozy’s reforming of French government pose much too vast a too vast to exhaust within the confines of this short discussion, the overall impact and intention of his reform policies offer profound insight into not Sarkozy’s ambitions as President but into the potentially radical reshaping of French government as well as France’s relationship to the EU. Before delving into the specifics of the reform legislation, it is useful to remember just how the French Constitution regarded the separation of governmental powers and — more importantly — what role the President of France was accorded by the Fifth Republic’s Constitution. Because Sarkozy’s program of governmental reform offers, as a centerpiece, the apparent expansion of Presidential power and authority, while simultaneously strengthening the role and power of parliament, sorting out the specific angles by which Sarkozy enabled the expansion of Presidential power can be quite difficult to achieve. However, the role of the French President, according to the Fifth Republic’s Constitution was limited: â€Å"Article 5 [†¦ ] states that the President â€Å"‘Provides by their arbitration for the regular functioning of the public authorities and the continuity of the State’† (Bell, 2000, p. 15), with nothing mentioned about the President’s own power to legislate. This aspect of the Constitution is the key area by which Sarkozy sought to expand, in the eyes of the anti-reformers, Presidential power. Specifically, the most controversial aspect of the reform-laws was Sarkozy’s † plan to allow the president to address parliament, opening up the possibility of a US State of the Union-style address. That has not been permitted since 1875, in an attempt to keep the executive and legislative branches separate† (BBC News), and it is by this seemingly simple move that Sarkozy expanded Presidential authority while simultaneously seeming to limit that same authority. Because the Fifth Republic’s Constitution calls for the President to function as an â€Å"arbitrator† the American-style Presidency of the President as the leader of the legislature, addressing parliament, becomes a specter of dread to those who view this as an incursion on the Constitutional separation of powers. While it is true that â€Å"Article 5, which implicitly restricts the Presidency, has been a subject of controversy† (Bell, 2000, p. 15), Sarkozy’s expansion of Presidential authority has proven to be even more divisive. Sarkozy’s plan to rewrite the Fifth Republic’s Constitution represents the two primary aspects of his governing style which have formed the roots of the current discussion; these aspects are his inherent conservatism and his obvious pragmatism. The reform legislation introduced radical, pragmatic steps toward affecting sweeping change in France and rewrote the French Constitution, but while Sarkozy verbalized his assurances that the reforms represented â€Å"‘Movement, change, modernity,'† (BBC News) as well as a victory for French democracy, the same reforms also contributed to the strengthening of Presidential authority and resulted in a divided parliament with Sarkozy’s reform bill passing â€Å"by 539 votes to 357 – one vote more than the three-fifths majority of the combined Assembly and Senate required to pass the reforms† BBC News), so if strengthening democracy was Sarkozy’s intention, his initial result was to divide the parliament and pass a sweeping reform to the French Constitution with next-to-no consensus. This fact in itself would seem to confirm the trepidation regarding his proposed reforms (now law) which engulfed his detractors in parliament. One of these detractor s, â€Å"Socialist senator Bernard Frimat told lawmakers before the vote at a special session at the Chateau of Versailles† (BBC News) that Sarkozy had offered a † â€Å"consolidation of ‘monocracy’,† (BBC News) but Sarkozy, always careful to play to populist ideas and ideals, counter-weighted the expansion of Presidential authority with corresponding limits and restrictions on the French Presidency. The reform laws while strengthening the President’s role in the legislature also limit the President to two five year terms, â€Å"gives parliament a veto over some presidential appointments, ends government control over parliament’s committee system, allows parliament to set its own agenda, and ends the president’s right of collective pardon† (BBC News). Seemingly, by these latter reforms, Sarkozy was interested in limiting not expanding the powers of the French President; however the telling point of the reform laws as they relate to the French Presidency lies within the mere expansion of the President’s role as a lawmaker rather than, as the Fifth Republic’s Constitution advocated, a â€Å"a neutral ‘umpire’ who has three principal tasks: i) to see that the Constitution is respected; ii) to ‘arbitrate’ to ensure the continuity of the state; iii) to be vigilant on the issues of national independence, territorial i ntegrity and the respect for treaties† (Bell, 2000, p. 16). Sarkozy’s vision of the President — and the reform legislation he was able to enact to realize this vision — stands in direct opposition to Article 5 of the French Constitution. Sarkozy’s radical pragmatism extends beyond the parameters and confines of French domestic issues into the realm of International affairs. As the acting President of the European Union, Sarkozy has applied a similarly â€Å"hands on† approach to issues of international importance such as climate change. As illustrated by Sarkozy’s reform legislation and the somewhat concealed agenda therein which provided for the expansion of Presidential authority, Sarkozy seems to have adopted a similar approach to his position as EU President. On the topic of global warming and climate change, Sarkozy has proven to be as pragmatic and as forceful as he was on the issues of crime, immigration, and government reform in France. At the thirty-third summit of the G8, Sarkozy offered a plan to reduce French CO2 emissions by half and what followed was the adoption of this concept by the G8 nations as a whole. Although the agreement which was reached at the summit was non-binding, Sarkozy’s lead enabled the G8 nations to put forth a collective plan to cut in half the global emissions of greenhouse gasses. Sarkozy continued to push for a binding agreement, but his efforts proved futile. Nevertheless, his approach to the issue of climate change represented, as his approach to governmental reform. a pragmatic and comprehensive approach to a hard problem. Of interest is the fact that the binding agreement regarding greenhouse gas emissions was apparently blocked by the United States with its President, George W, Bush, citing the refusal of third-world nations to also enter into the agreement. Responding tot his obstacle, Sarkozy turned his efforts not toward America or the Third World, but to China, utilizing his status as EU President to put forward a comprehensive and progressive energy policy which included a collaborative effort with the Chinese. Sarkozy’s successful brokering of a deal on energy adn climate change between the EU adn China marks one of the most important accomplishments of his pragmatic and often radical approach to governing. It is due to this combination of tenacity and creativity that Sarkozy has evolved from a controversial cabinet member in the French government known mostly for being a strong conservative to an actor on the world stage who seems to be equal parts populist and conservative. It is, perhaps, not necessary, to understand which of the aspects, conservative or populist is dominant in Sarkozy, it is possibly not even that important to understand, at a personal, human level, which aspect represents more honestly Sarkozy’s own world-view. While some observers may claim that Sarkozy’s populism is merely a smokescreen to conceal his ambitious moves toward a consolidation of personal power, others may claim, with good reason, that Sarkozy’s populism represents a genuine attempt to represent the global sea-change which has currently cast global economics and world-affairs into an ambiguous and dangerous place. No matter which of these perspectives lies closer to the objective truth of Sarkozy the man, the result of Sarkozy’s actions as a world-leader will involve much more than a consideration of President Sarkozy’s motives. One of the most compelling aspects of Sarkozy as a world leader is his simultaneous insistence of modernity while maintaining an acute, almost reverential, respect for the past. Like the other dualities apparent in Sarkozy’s governing style adn thinking style, this duality of â€Å"past vs. future† manifest, in Sarkozy, not as an abstract idealogy but in pragmatic application. In addition to his highly controversial reforms in regard to economics, government, unions, immigration, and climate change, Sarkozy has also generated a great deal of controversy regarding his position of cultural subjects and education in France. While seeming to be a strong nationalist with a true conservative’s reverence for tradition, Sarkozy has readily admitted that France has failed to â€Å"democratize† its culture and that in doing so, accomplished â€Å"one of the chief failures of the past 50 years of French government† (â€Å"Sarkozy out to ‘Democratize’,† 2007, p. B01). As always, his suggested course of action revealed a blend of populism and conservatism and fused the cultural concerns of France with the power of the French government: â€Å"Sarkozy defined â€Å"democratisation de la culture† as providing the means for the largest number of people to understand and appreciate Sophocles, Shakespeare and Racine. He added that the purpose of education is to â€Å"teach you how to tell the difference between ‘Madame Bovary’ and a police blotter, or between ‘Antigone’ and ‘Harry Potter. ‘ Later, you can read what you like. † (â€Å"Sarkozy out to ‘Democratize’,† 2007, p. B01) In conclusion, Sarkozy’s style of governing offers a curious and sometimes uncomfortable blend of populism and conservatism. In the area of domestic policy, he has proven to be both radical in his approach and keenly aware of the political impact of his pragmatic reforms, on international issues he has proven to be creative, opportunistic, and decisive. While Sarkozy’s bold embracing of â€Å"modernity† may be authenticated by his actions in some cases, many of his policies and programs reveal an essentially conservative politician who seeks, not merely reform, but the type of reform which ensures the continuation of his carefully crafted ideological beliefs.

Rumored Hype on Mental Health Essay Samples Discovered

Rumored Hype on Mental Health Essay Samples Discovered Without a doubt there's a deep association between Mental Health and socio financial inequality. Other federal departments also provide programs which promote mental wellness. Anyway, it's particularly interesting to study in forensic mental wellness counseling because the study offers abundant opportunities to handle very intriguing or extreme cases can hardly be encountered in traditional mental wellness counseling. Several surveys are conducted by numerous organizations to decide on the overall position on mental health parity. Employers also argue it would raise the expense of health insurance as it would call for equal treatment for trivial issues like jet lag, academic difficulties and spiritual crises. Discrimination is often witnessed within the key care facilities, and shortage of adequate knowledge by practitioners affects patient's treatment practice. 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The issue of mental disorders is extremely rampant and scary because only few men and women have the ability to acknowledge they have an issue and can take time to find medical assistance. The Unexposed Secret of Mental Health Essay Samples Cancer is a disease that's brought on by an uncontrolled division of abnormal cells within the body. Diabetes is another type of physical illness are there are several kinds of diabetes. Treatment for diabetes is contingent on the kind of diabetes the individual has. It is indispensable to learn about the qualities of the disorder under investigation. The kind of treatment given is dependent on the presence or absence of various indications or symptoms. This disease might be fatal if the individual gets suicidal. When someone has the mixture of a bodily and mental illness, their diagnosis is twice as serious as an individual with just one of the 2 illnesses. Things You Won't Like About Mental Health Essay Samples and Things You Will In most instances, individuals aren't quick to know the issues affecting them. To guarantee a prosperous assessment, quiet and pleasant environment is necessary. The human brain is to blame for coordinating many functions of the human body. Some parts may specialize in providing innovative therapy alternatives for patients based on their affordability and the form of illness. The end result was awfully the very same for a lot of the teens. There might be companies that seem very attractive to would be empl oyees, but when they start studying the benefit plans on offer, and what might or might not be guaranteed they may choose to stay where they are as moving to some other company might be unable to give them with the security and benefits they seek. With a scarcity of benefits extended by a new company there's no surprise that employees with the essential skills required for some jobs, stay with the company that are working with and ride out any indecision that it's possible they have to the point of missing out on promotion and a greater salary so seeing as they may acquire reasonable medical advantages and a great retirement package. Ensuring mentally ill individuals get the care they need is a continuous battle. In some instances it is an issue of understanding the way the patient developed the illness in the start. While special care is required for many individuals experiencing mental illness, some wonder is enough being done to guarantee proper care is provided. A mass sho oter's mental illness is frequently used as a scapegoat to ignore different factors and to demonstrate that the shooter was not normal. Seeing a counselor for many is just like admitting they have a mental illness. Depression, if untreated, can cause suicidal ideas and actions. Physical Illness is connected to your entire body and not your mind. The physical illness doesn't necessarily occur first. The Battle Over Mental Health Essay Samples and How to Win It Otherwise one you could do more damage than good and set your self in danger. While protests are useful in detracting stigma, there's very little evidence indicating them being entirely powerful. Also, as soon as a man or woman is experiencing chronic bodily conditions, they are at a higher chance of a declining mental wellbeing. A mentally healthy person is one which is properly adjusted to the emotional and behavioural demands of the crucial stresses and conflicts connected with daily living. Things You Won't Like About Mental Health Essay Samples and Things You Will Sometimes conflicts around mental wellness language unfold in a lot more public forums. One in five people utilize the help of people online via the social media sites who don't have degrees and it often results in hazardous outcomes. Scientists have yet to thoroughly study the many different words, terms and phrases associated with mental well-being.

Consumer Emotional Intelligence Conceptualization,...

1 Consumer Emotional Intelligence: Conceptualization, Measurement, and the Prediction of Consumer Decision Making* *Accepted for publication to Journal of Consumer Research on 09/14/2007. 2 This research details the development of the â€Å"Consumer Emotional Intelligence Scale† (CEIS) designed to measure individual differences in consumers’ ability to use emotional information. Scale development procedures confirmed the theoretical structure of the 18-item scale. Results supported the scale’s reliability and its discriminant and nomological validity. Our consumer domain-specific measure predicted food choices better than a more domain-general alternative. Furthermore, consumer emotional intelligence predicted food choices beyond†¦show more content†¦Understanding these emotional abilities can provide a means to subsequently improve the quality of consumption decisions. In this research, we develop and validate a measure of emotional intelligence (the Consumer Emotional Intelligence Scale—CEIS ©; www.ceis-research.com) in hopes that these and other consumer issues might be thoroughly examined. In the next sections, we provide an overview of emotional intelligence (EI), ability-based models of EI, and the four-dimension structure underlying this model, along with a rationale for how the consumer domain provides a unique context in which domain-specific EI measurement is needed. 5 THEORETICAL BACKGROUND Emotional intelligence (EI) is a relatively new domain, having recently gained widespread international attention (Roberts, Zeidner, and Matthews 2001), with momentum in part because of the importance of emotion in everyday life (Goleman 1995). However, some researchers have questioned whether EI is anything more than a set of existing personality variables (Davies, Stankov, and Roberts 1998). As a result, Mayer, Salovey, and Caruso (2000) distinguished between ability models and mixed models of EI. They focused their research on the development and validation of models of emotional ability (Mayer, Caruso, and Salovey 1999) and warned that models that â€Å"mixed† abilities lacked internal consistency, since they included mental abilities along with a variety of personalityShow MoreRelatedDeng Zhaohua 2010 Understanding Customer Satisfaction And Loyalty An Empirical Study Of Mobile Instant Messages In China12018 Words   |  49 Pagescustomer satisfaction and loyalty to MIM i n China. In this study, we examine the determinants of customer satisfaction and loyalty. The ï ¬ ndings conï ¬ rm that trust, perceived service quality, perceived customer value, including functional value and emotional value, contribute to generating customer satisfaction with MIM. The results also show that trust, customer satisfaction and switching cost directly enhance customer loyalty. 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