Lecture 8: Managing people for service advantage Review questions 1 What are the factors that make frontline work stressful and difficult? Explain some ways a business could manage these difficulties for their employees to achieve better customer service and satisfaction. Boundary spanning Sources of conflict (i.e. person–role conflict; Organisation–client conflict; Inter-client conflict Emotional labour 2 What are the key barriers for firms to break the cycle of failure
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firm to reach annual growth goals of 6% to 8% in revenues and 12% to 16% in profitability over the next five years. The centerpiece of this growth strategy is the National Accounts program, which WESCO has developed to serve its major industrial customers in response to recent changes they have made to their business processes. However, as of June 1997, the NA program has not delivered the expected increases in sales and profitability. Jim Piraino has to give Haley his recommendations for
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expectations of the customer—whether or not those needs have been articulated. Garvin (1988) identified eight dimensions of quality: 1. Performance: measurable primary characteristics of a product or service 2. Features: added characteristics that enhance the appeal of a product or service 3. Conformance: meeting specifications or industry standards 4. Reliability: consistency of performance over time 5. Durability: useful life of a product or service 6. Serviceability:
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COMPANY CASE /Abou Shakra Restaurant: Creating Customer Value the Old-Fashioned Way Chapter 1 page 55-56 Questions for discussion 1. Abou Shakra has managed to maintain its own identity by having satisfied customer over the years. It was only possible as it followed some values since its inception to uphold its true identity as a restaurant. These values are as follow Advantage - As a new restaurant when it started, it had to compete with the whole market as there was not many different
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corporation tax decrease and the inflation rate remain are the signals of the recovery of UK economy, hence customers will focus on their needs and they are willing to pay. Next, the majority of UK population is 41.2% of people from 25 to 54 years old. Besides, eco system is a new trend for clothing retailers when both the government and the retailers want to protect the environment and customers. Last but not least, the development of technology creates a new buying behaviour. Therefore, almost all
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Services have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks. ervices have special characteristic and service quality can vary. Therefore, satisfaction is harder to achieve and service recovery and customer’s retention is key service management tasks. -------------------------------------------------------------------------------------------------------------------------------------
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consider 5. Conclusion 6. Reflection 1. Introduction Quality is “the totality of features and characteristics of product or service which bears on its ability to meet stated or implied needs” (Holmes, 1992). Traditional approaches to quality were focus on inspection. In the modern commercial environment, industry environment is dynamic, customers have very strong bargaining power and their needs are change all the time. How to continuous satisfy customers by providing quality
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analysis of a classic management case that about the Citibank and the strategy performance management tool it performed, the balance scorecard. After analyzed the Citibank case, our research group came up the question: What are the main reasons Citibank fails to measure customer satisfaction and what can be done to change this, and the other steps we have to take in order to answer the question. We would like to thank all those who have given us their generous help, commitment and enthusiasm, which have
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Contents Page 1. Background 1 2. Strategic Focus and Plan 1 Mission Statement 1 Goals 1 Competitive Advantage 2 3. Situation Analysis 2 SWOT Analysis 2 Competitor Analysis 3 Company Analysis 3 Customer Analysis 4 Customer Analysis 4 4. Market-Product Focus 4 Marketing and Product Objectives 4 Market-Product Grid 5 Target Markets 6 Points of Difference 6 Positioning 6 5. Marketing Program 7 Product Strategy 7
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Oracle, PeopleSoft & Reasons for the Takeover 2 ERP & the Role it plays in Business 4 An Overview of the Takeover 6 Oracle, PeopleSoft & Reasons for the Takeover Oracle began operations in 1977. Founded by Larry Ellison its focus was on information services. With computers and information operations beginning to play a more significant role in business, Oracle began to capitalize on the need for products and services in the IS market. Its services included and still
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