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C Ser Markt II

C Ser Markt II

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Published by tom george

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Categories:Types, Business/Law
Published by: tom george on Jul 01, 2012
Copyright:Attribution Non-commercial

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05/13/2014

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MANAGING THE SERVICE DELIVERY PROCESS-PEOPLES - EMPLOYEES
EMPLOYEES
(actual service providers in most cases) play a
SIGNIFICANT
role in-
Service delivery &
-
Service quality
there by in
Customer Satisfaction
And ultimately in
SUCCESS
 
of service Co/organization
 
 
Boundary Spanners Interact with Both Internal andExternal Constituents
Internal EnvironmentExternal Environment
 
MANAGING THE SERVICE DELIVERY PROCESS-PEOPLES - EMPLOYEES
EMOTIONAL LABOURLabour that goes beyond physical & mental skills required todeliver quality service
 Arlie Hochschild 
-Screening for emotional labor-Teaching emotional mngt. Skills-Allowing employees to vent
-Putting Mngt. On front line
-Giving employees a break-Handing off demanding customers

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