Chapter 11 ID and T/F Flashcards
are a key input for delivering service excellence and competitive advantage.
Frontline employees
Among the most demanding jobs in service businesses are
the frontline jobs
Customer contact personnel
must attend to both operational and marketing goals. They are expected to delight customers, which takes time, and yet they have to be fast and efficient at operational tasks.
Organization/Client Conflict
Service staff may have conflicts
between what their job requires and their own personalities, self-perceptions, and beliefs.
Person/Role Conflict
Conflicts between customers are not uncommon (e.g., smoking in non-smoking sections, jumping
queues,
Interclient Conflict
The term emotional labor was first used by
Arlie Hochschild in her book The Managed Heart.
arises when a discrepancy exists between how frontline staff feel inside
Emotional labor
are expected to have a cheerful disposition and be genial, compassionate, sincere,
Frontline staff
begins with heavy
organizational emphasis on attracting new customers,
who become dissatisfied with employee performance
The customer Cycle of Failure
where there is little incentive to improve performance and where fear of entrenched unions may discourage management
Cycle of Mediocrity
Better pay and benefits attract good quality staff.
Cycle of Success
include visual communication skills such as attentive listening, understanding body
language
Interpersonal skills
include all the required knowledge related to processes
Technical skills
staff’s __________ are the key aspects of service quality. They must be able to explain product features effectively and position the product correctly.
Product/service knowledge
means giving employees greater discretion which enables them to provide superior service on the spot
Empowering
is the part of the organization’s culture that can be felt
and seen.
Organizational climate
Empowerment is based on the
involvement (or commitment) model
which assumes that employees can make good decisions, and produce good ideas for operating the business if they are properly socialized, trained,
and informed.
Empowerment
