Chapter 6: Leveraging the people factor

Chapter 6: Leveraging the people factor

1. 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

2. Ensuring Service Employee Excellence

   • Hire Intelligently
   • Train Intensively
   • Monitor incessantly
   • Reward Inspirationally

3. Addressing employee poor performance

   • provide feed back
     • Monitoring

4. 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
       • 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

5. Costuming employees offers the following 4 advantages

   • Providing evidence
   • Sending a message
   • Reducing risk
   • Ensuring consistency

6. Internal marketing

   • Is the policy of treating employees as internal cusomers

7. VIVIANA LYN BARRÓN NORIEGA -A01132277

8. Fisk, R.P. Grove, S.J. Joby, J. (2014). Services Marketing Interactive Approach. ISBN-13: 978-1285057132. Cengage.

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