Chapter 11

<p>By hiring for service competencies and being the preferred employer</p> Signup and view all the answers

<p>Because customers prefer self-service for quick solutions</p> Signup and view all the answers

<p>By training for technical and interactive skills</p> Signup and view all the answers

<p>The relationship between a company, employees, and customers in delivering service.</p> Signup and view all the answers

<p>They represent the brand and are considered the organization in the customer's eyes.</p> Signup and view all the answers

<p>Delivering emotional satisfaction beyond just meeting basic needs.</p> Signup and view all the answers

<p>Evaluate strengths and weaknesses across all three sides of the triangle.</p> Signup and view all the answers

<p>The link between employee satisfaction, customer loyalty, and financial performance.</p> Signup and view all the answers

<p>By improving employee satisfaction to enhance customer experiences and financial results.</p> Signup and view all the answers

<p>Deficiencies in human resource policies</p> Signup and view all the answers

<p>Good service is appreciated and valued for both internal and external customers</p> Signup and view all the answers

<p>Hiring for culture fit and considering co-workers' impact</p> Signup and view all the answers

<p>Dealing with customers who do not fulfill their roles</p> Signup and view all the answers

<p>Overwhelming customer demand</p> Signup and view all the answers

<p>To enhance their job satisfaction and performance</p> Signup and view all the answers

<p>They are the service, the organization, the brand, and the marketers.</p> Signup and view all the answers

<p>Emotional satisfaction matters more than just being satisfied.</p> Signup and view all the answers

<p>Assess the service organization's performance on all three sides, identify weaknesses and strengths.</p> Signup and view all the answers

<p>Employee satisfaction leads to customer satisfaction, which in turn affects profitability.</p> Signup and view all the answers

<p>They are the key link between employee satisfaction and customer satisfaction.</p> Signup and view all the answers

<p>They can improve profitability by focusing on employee satisfaction and its impact on customers.</p> Signup and view all the answers

<p>Deficiencies in human resource policies, Customers who do not fulfill roles, Problems with service intermediaries, Failure to match supply and demand</p> Signup and view all the answers

<p>Good service is appreciated &amp; valued, Good service to both internal &amp; external customers, Front line employees need support from support personnel</p> Signup and view all the answers

<p>Employee satisfaction leads to customer satisfaction</p> Signup and view all the answers

<p>Hiring for culture fit, Co-workers’ impact (social influence)</p> Signup and view all the answers

<p>Person-environment fit, More important for small groups, companies with weak service climate</p> Signup and view all the answers

<p>Good service is an important norm</p> Signup and view all the answers

<p>Compete for the best people, Measure and reward strong service performers, Treat employees as customers, Hire for service competencies, Be the service preferred employer, Hire the right people, Retain the best people, Include employees in the company’s vision, Develop service-oriented internal processes, Train for technical and interactive skills, Develop people to deliver service quality, Provide needed support systems, Empower employees, Promote teamwork, Measure internal service, Provide quality supportive technology and equipment</p> Signup and view all the answers

<p>81% of customers try to solve problems themselves before reaching out to a live representative. This reduces cost for the company but also poses challenges for live reps who face tough problems.</p> Signup and view all the answers

<p>Person &amp; Role conflicts, Organization &amp; Client conflicts, and Inter-client conflicts. These conflicts can impact the quality and productivity of service delivery.</p> Signup and view all the answers

<p>Employee satisfaction leads to customer satisfaction, which in turn leads to profitability. Happy employees are more likely to provide better service to customers.</p> Signup and view all the answers

<p>By competing for the best people, measuring and rewarding strong service performers, treating employees as customers, hiring for service competencies, being the preferred employer for service-oriented individuals, hiring the right people, retaining the best employees, and providing needed support systems.</p> Signup and view all the answers

<p>Service employees are crucial as they directly interact with customers, delivering the service and representing the organization. They play a significant role in customer satisfaction and the overall service experience.</p> Signup and view all the answers