Professional Documents
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2nd Edition
Instructor Supplements
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11
Chapter 11 Outline
11.1
11.2
11.3
11.4
11.5
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11.1
Service Employees Are Extremely Important
11.1
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11.2
Frontline Work Is Difficult and Stressful
11.2
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Occurs when there is gap between what employees feel inside, and
emotions that management requires them to display to customers
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Occurs when there is gap between what employees feel inside, and
emotions that management requires them to display to customers
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11.3
Dimensions of the Service Environment
11.3
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11.4
Human Resources Management How To Get It
Right?
11.4
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Product/service knowledge
Staffs product knowledge is a key aspect of service quality
Staff must explain product features and help consumers make
the right choice
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Suggestion involvement
Employee make recommendation through formalized programs
Job involvement
Jobs redesigned
Employees retrained, supervisors
reoriented to facilitate performance
High involvement
Information is shared
Employees skilled in teamwork,
problem solving etc.
Participate in management decisions
Profit sharing and stock ownership
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Job content
People are motivated and satisfied knowing they are doing a
good job
Goal achievement
Specific, difficult but attainable and accepted goals are strong
motivators
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11.5
Service Leadership and Culture
11.5
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Charismatic/transformational leadership:
Change front lines values, goals to be consistent with firm
Motivate staff to perform their best
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Summary of Chapter 11
Managing People for Service Advantage (1)
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Summary of Chapter 11
Managing People for Service Advantage (2)
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Summary of Chapter 11
Managing People for Service Advantage (3)
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