10219086
Description
Mind Map by viviana barron, updated more than 1 year ago
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Created by viviana barron
almost 7 years ago
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Chapter 6: Leveraging the people factor
- Service emplotees SO important
- Equally important
- Boundary Spanners
- Frontstage employees link the org with customers
- Technical skills
- Proficiency with service employees perform
- Social skills
- Manner in which service employees interact
- Manner in which service employees interact
- Proficiency with service employees perform
- Frontstage employees link the org with customers
- Boundary Spanners
- Equally important
- Ensuring Service Employee Excellence
- Hire Intelligently
- Train Intensively
- Monitor incessantly
- Reward Inspirationally
- Hire Intelligently
- Addressing employee poor performance
- provide feed back
- Monitoring
- Monitoring
- provide feed back
- Empowerment
- management practice of sharing info,reward,knowledge
- Benefits
- Quicker responses to customer needs during service delivery
- Quicker responses to dissatisfied customers during service recovery
- Employees are more satisfied with their jobs and themselves
- Employees will act more warmly and enthusiastically
- Great source of ideas
- Great Word-of-mouth communication and retention
- Great Word-of-mouth communication and retention
- Great source of ideas
- Employees will act more warmly and enthusiastically
- Employees are more satisfied with their jobs and themselves
- Quicker responses to dissatisfied customers during service recovery
- Cost of empowerment
- Greater monetary investment in selection and training
- Higher labor costs
- slower or less consistent service delivery
- Possible violations of fair play
- Giveaways and bad decisions
- Giveaways and bad decisions
- Possible violations of fair play
- slower or less consistent service delivery
- Higher labor costs
- Greater monetary investment in selection and training
- Quicker responses to customer needs during service delivery
- Benefits
- management practice of sharing info,reward,knowledge
- Costuming employees offers the following 4 advantages
- Providing evidence
- Sending a message
- Reducing risk
- Ensuring consistency
- Providing evidence
- Internal marketing
- Is the policy of treating employees as internal cusomers
- Is the policy of treating employees as internal cusomers
- VIVIANA LYN BARRÓN NORIEGA -A01132277
- Fisk, R.P. Grove, S.J. Joby, J. (2014). Services Marketing Interactive Approach. ISBN-13: 978-1285057132.
Cengage.
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