Documente Academic
Documente Profesional
Documente Cultură
competitive advantage
workers
Unconcern
Rude - http://www.youtube.com/watch?v=ooIFJcgaZvI
Coldness
Arrogance
Robotism
Rulebook
Runaround deceptive/delaying action
systems
payment, etc.
crucially important
world
customer- oriented
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tangibility
Send a message by projecting the desired
image
Reduce risk by establishing credibility and
identification
Ensure consistency by having each employee
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Cycles of Failure,
Mediocrity, and Success
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problems
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employee performance
new faces
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alternatives
word-of-mouth
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wine
down
Normality of
Service
Sabotage
Behaviors
Intermittent
Sporadic-Private Service
Sabotage
Sporadic-Public Service
Sabotage
orders
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Standardized service
Operational efficiencies
Promotions with long service
Rule-based training
Narrow and repetitive jobs
Successful performance measured by absence of mistakes
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they:
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Human Resources
Management
How to Get it Right?
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styles, or personalities
Hire candidates that fit firms core values and culture
Focus on recruiting naturally warm personalities for
customer-contact jobs
Observe behavior
Hire based on observed behavior, not words you hear
Best predictor of future behavior is past behavior
Consider group hiring sessions where candidates are given
group tasks
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Benefits of Empowerment
Costs of Empowerment
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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 with customers
Empowered employees are a great source of
ideas
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training
Higher labor costs
Slower or less consistent service delivery
Possible violations of fair play
Giveaways and bad decisions
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transactions
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performance
organizational performance
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correctly
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sharing
Higher performance targets
Pressure to perform is high
another
Understand how to air differences, tell hard truths, ask tough questions
Management needs to set up a structure to steer teams toward
success
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Goal accomplishment
Monetary rewards
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Service Leadership
and Culture
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Charismatic/transformational leadership:
Change frontline personnels values and goals to be consistent
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