MKT 4050 Chapter 11 Roles in Service Delievery

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Services Marketing
Chapter 11
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1

Corporate Culture

The pattern of shared values and beliefs that give the members of an organization meaning and provide them with the rules for behavior in the organization

2

Service Culture

a culture where an appreciation for good service exists

3

Service Leadership

people who demonstrate a passion for service excellence

4

The Service Triangle

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5

The Service Profit Chain

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6

Sources of Conflict

Person/Role conflict, organization/Client conflict, and interclient conflict

7

Strategies for Service Delivery; Hire the right people

Compete for the best people, hire for service competencies and inclination, be the preferred employer

8

Strategies for Service Delivery; Develop people to deliver service quality

train for technical and interactive skills, empower employees, promote teamwork

9

Strategies for Service Delivery; Provide Needed support systems

measure internal service quality, provide supportive technologies and equipment, develop service-oriented internal processes

10

Strategies for Service Delivery; Retain the best people

include employees in the company's vision, treat employees as customers, measure and reward strong service performance