ADM 3322 Lecture 17: Chapter 11 Managing People For Service Advantage
24 Feb 2016
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Thursday, november 19, 2015. 11. 1 service employees are extremely important. Service employees are important to customers and competitive positioning because the frontline is: A core part of the product. Lecture 17 - chapter 11 managing people for service. Frontline is an important driver of customer loyalty. 11. 2 frontline work is difficult and stressful. Boundary spanning and role stress. Boundary spanners link inside of organization to outside world and often experience role stress from multiple roles they have to perform. 3 main causes of role stress: Client: dilemma whether to follow company rules or to satisfy customer demands. This conflict is especially acute in organizations that are not customer oriented. Double bosses the organization and the client. Person vs. role: conflicts between what jobs require and employee"s own personality and beliefs. Client: conflicts between customers that demand service staff intervention. The act of expressing socially desired emotions during service transactions (hochschild, the managed heart)
