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10219086
Chapter 6: Leveraging the people factor
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Mind Map on Chapter 6: Leveraging the people factor, created by viviana barron on 06/09/2017.
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human resources
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viviana barron
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viviana barron
over 6 years ago
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Resource summary
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
Ensuring Service Employee Excellence
Hire Intelligently
Train Intensively
Monitor incessantly
Reward Inspirationally
Addressing employee poor performance
provide feed back
Monitoring
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
Costuming employees offers the following 4 advantages
Providing evidence
Sending a message
Reducing risk
Ensuring consistency
Internal marketing
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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