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Essay / Research Paper Abstract
A 20 page paper. Once known for its excellent service, customers have been leaving AT&T in droves for years. Also, over the years, tens of thousands of employees have lost their jobs. This essay provides an overview of what has been happening at the company and comments on employee morale and job satisfaction. The writer also reports studies linking job satisfaction and customer satisfaction and suggests AT&T adopt a different management and leadership style for future success. Bibliography lists 19 sources.
Page Count:
20 pages (~225 words per page)
File: MM12_PGatto6.rtf
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Unformatted sample text from the term paper:
this merger, SBC adopted the AT&T name because of its global recognition (Hamerly, 2006). The new AT&T then acquired BellSouth, a deal that was valued at $67 billion (Hamerly, 2006).
This new company is said to have more than 49 million access lines in service (Hamerly, 2006). Cingular Wireless is AT&Ts joint venture with BellSouth; with more than 54 million
subscribers, Cingular is the largest wireless provider in the U.S. (Hamerly, 2006). In effect, AT&T per se no longer exists even though the company uses this brand name -
its really SBC and Cingular. Cingular bought out AT&T Wireless in 2004, which resulted in tens of thousands of people losing their jobs (Richman, 2004). Two things happened in
short succession - the FCC said people were to be allowed to switch wireless carriers and keep their same cellular phone number and Cingular bought AT&T Wireless (Richman, 2004). The
FCC ruling led to millions of AT&T customers jumping ship for another company (Richman, 2004). Customers were aggravated with poor customers service, dropped calls and spotty coverage (Richman, 2004). One
regional sales representative said the company was saying they lost customers because of bad luck but the sales manager says, the truth is: "they walked away flipping us the bird.
They aggressively walked away from us. They couldnt wait to get away from us" (Richman, 2004). As AT&T realized it could not win, it began courting buyers; Cingular won with
a $41 billion cash takeover deal (Richman, 2004). What was so tragic in this particular instance is that AT&T Wireless has received accolades and awards for its excellence in customer
service (Richman, 2004). It was called the nations best wireless network in 2000 (Richman, 2004). It wasnt long after that AT&T began a downward spiral - competitors were improving their
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