3. Quality management

Question 1

Part-time marketer

Answer 1

When talking about physical goods, marketers can collect data and have insights on how to market the product properly, however, when talking about the services it’s a little bit different as part of the ‘production’ happens simultaneously with the service consumption process. For example, in the hotels and so on when dealing with the costumers, so they - frontline, have functions and powers to solve problems and make marketing decisions.

Question 2

2 bosses dilemma - organisation/client conflict

Answer 2

The frontline worker has internal conflict when has to follow marketing goals set by the company’s marketers but at the same time they need to listen to the customer

Question 3

The person or role conflict

Answer 3

Dealing with extremely rude and horrible customers. It’s a difficult job and requires great ‘human’ (interpersonal) skills.

Question 4

Inter-client conflict

Answer 4

When clients are wanting different things and it’s difficult to compromise.

Question 5

Emotional labour

Answer 5

Is the term explaining displaying certain emotions to meet the requirements of a job.

Question 6

Empowerment

Answer 6

Employee empowerment is a management philosophy that emphasizes the importance of allowing employees to make independent decisions and act on them. Employee empowerment is the direct opposite of micromanagement.

Empowerment isn’t just the ‘setting the frontline free’ or ‘throwing away the policy annuals’ but rather it requires systematically redistributing power flow - aka listening upwards.

Question 7

A service culture

Answer 7

A service culture can be defined as the shared perception of what is important in an organisation

or

Shared values and beliefs of why those things are important

Great service culture helps to create value beyond the monetary exchange.