Chapter 12 Employees’ Roles in Service Delivery
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Chapter 12 Employees’ Roles in Service Delivery
- 1. GROUP XII – SERVICE MARKETING
- 2. Chapter 12 Employees’ Roles in Service Delivery Employees Are the Service and the Brand. Service employees and human resource practices that facilitate delivery of quality sevices.
- 4. The Critical Role Service of service Employess
- 5. The key focus is on customer-contact service employees because:
- 6. The Service Triangle Company Manager Customers Providers External Marketing Internal Marketing Interactive Marketing
- 8. The critical roles of Boundary-Spanning External Environment Internal Environment
- 10. STRATEGIES FOR DELIVERING SERVICE QUALITY THROUGH PEOPLE
- 11. Provideneeded supportsystems Hire theright people Retain thebestpeople Developpeople todeliverservicequality Hire for service competencies and service inclination Compete for the best people Measure and reward strong service performers Treat employees as customers Include employees in the company’s vision Develop service-oriented internal processes Provide supportive technology and equipment Measure internal service quality Promote teamwork Empower employees Train for technical and interactive skills Be the preferred employer
- 12. Hire the right people Back
- 13. Develop people to deliver service quality Back
- 14. Provide needed support systems Back
- 15. Retain the best people Back
- 16. CUSTOMER FOCUS ORGANIZATIONAL CHART Supervisor Front-line Employee Front-line Employee Front-line Employee Front-line Employee Supervisor Front-line Employee Front-line Employee Front-line Employee Front-line Employee
- 17. Potential benefits and cost of empowerment Back
- 18. Provide needed support systems Hire the right people Retain the best people Develop people to deliver service quality Hire for service competencies and service inclination Compete for the best people Measure and reward strong service performers Treat employees as customers Include employees in the company’s vision Develop service-oriented internal processes Provide supportive technology and equipment Measure internal service quality Promote teamwork Empower employees Train for technical and interactive skills Be the preferred employer