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