Higher Customer Satisfaction 13 Is attitude emphasized Are job previews utilized Are customers screened Are employees encouraged to refer friends Are referrals from the best employees given priority Careful Employee and Customer Selection (and Self-selection)) Is training for job and life Is it an important element of quality of work life Employee Referrals of Potential Job Candidates High-Quality Training Is satisfaction measured periodically Are measurements linked to other functions on the cycle Do they reflect needs of the service encounter Are they designed to foster relationships
Cycle of Capability Satisfied Employees Appropriate Rewards and Frequent Recognition Greater Latitude to Meet Customers Needs Does it reflect top management talk Is it enough to allow delivery of results to customers Are they linked to service objectives Are they balanced between monetary and non-monetary Clear Limits on and Expectations of Employees Do they limit the right risks Are they logical to employees
14 Service Profit Chain Internal External Service concept Operating strategy and service delivery system
Target market Loyalty Revenue growth Customers
Satisfaction Productivity Output quality Service value Employees Satisfaction Loyalty Capability Profitability Service quality Customer orientation/quality emphasis Allow decision-making latitude Selection and development Rewards and recognition Information and communication Provide support systems Foster teamwork Quality productivity improvements yield higher service quality and lower cost Attractive Value Service designed delivered to meet targeted customers needs Solicit customer feedback Lifetime value Retention Repeat Business Referrals 15 Topics for Discussion
How does the historical image of service as servitude affect todays customer expectations and service employee behavior
What are the organizational and marketing implications of considering a customer as a partial employee
Comment on the different dynamics of one-on-one service and group service.
How does use of a service script relate to service quality
If the roles played by customers are determined by cultural norms how can services be exported
16 Interactive Exercise
The class breaks into small groups and each group comes up with an example from each of the four organizational control systems (i.e. belief boundary diagnostic and interactive)
17 Amys Ice Cream on Guadalupe 18 Amys Ice Cream
Describe the service organization culture at Amys Ice Cream.
What are the personality attribute of the employees who are sought by Amys Ice Cream
Design a personnel selection procedure for Amys Ice Cream using abstract questioning a situational vignette and/or role playing.
19 AMYS ICE CREAMAbstract Questions
What was your most rewarding past experience and why
What are you looking for in your next job
What have you done in the past to irritate a customer
What flavor of ice cream best describes your personality
20 AMYS ICE CREAMSituational Vignette
A particular customer has the irritating habit of always showing up about two minutes before closing and staying late. Often this occurs on the night when weekly store meeting are held after closing time. This delays starting the meeting and furthermore employees are on the clock waiting for the customer to leave. What would you do
21 AMYS ICE CREAMSituational Vignette
As a new employee at a busy store you have been routinely performing clean-up tasks (garbage removal and restroom cleaning). Company policy dictates that these are tasks to be shared. It has become clear that two employees consistently avoid these jobs in favor of more pleasant duties. How would you handle this situation
22 Enterprise Rent-A-Car
How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company
What features of its business concept allow ERAC to complete effectively with the existing national rental care companies
Use the service profit chain to explain the success of ERAC.
PowerShow.com is a leading presentation/slideshow sharing website. Whether your application is business, how-to, education, medicine, school, church, sales, marketing, online training or just for fun, PowerShow.com is a great resource. And, best of all, most of its cool features are free and easy to use.
You can use PowerShow.com to find and download example online PowerPoint ppt presentations on just about any topic you can imagine so you can learn how to improve your own slides and presentations for free. Or use it to find and download high-quality how-to PowerPoint ppt presentations with illustrated or animated slides that will teach you how to do something new, also for free. Or use it to upload your own PowerPoint slides so you can share them with your teachers, class, students, bosses, employees, customers, potential investors or the world. Or use it to create really cool photo slideshows - with 2D and 3D transitions, animation, and your choice of music - that you can share with your Facebook friends or Google+ circles. That's all free as well!
For a small fee you can get the industry's best online privacy or publicly promote your presentations and slide shows with top rankings. But aside from that it's free. We'll even convert your presentations and slide shows into the universal Flash format with all their original multimedia glory, including animation, 2D and 3D transition effects, embedded music or other audio, or even video embedded in slides. All for free. Most of the presentations and slideshows on PowerShow.com are free to view, many are even free to download. (You can choose whether to allow people to download your original PowerPoint presentations and photo slideshows for a fee or free or not at all.) Check out PowerShow.com today - for FREE. There is truly something for everyone!