142 ent (e challenseo in

Service
OBJECTIVES
e sn d
Challes

Sector
or False:
tate True
and bbrokers take title
ants and
blankpatnemna (a)
8ents
brokerS work
to services.
Fillinthe inventory. Agentsand on commission Y
( la) Serviceshave (b
strategies isused when the service ublic and non-prolt agencies,
the basis
(b) HE the greatest assets are employees,
greatest expenses and
s both are on equal footing in the power principa aw firms do not generate stressfy
22U aysavital eo.
r equatior Law
role in
develon (d)
(April 19) ituations for employees
elopm
organization
making it an

invaluable asset
for
of Laboure
md unskilled workers may be
given
e
contractual payments. dailywa
wages of
ustry reters to Core
sectors
d
of career in the Detence lorce has no risks.
roads, railways, power etc. economy (
T h e organized
retailing is a
massive man
intalis a service which is
provided
py try that recruits a large pool of power oriented
employees.
isdiction, either directly
vernmet
i n d u s t

within its jurisdiction,

people living The HR departments of ad agency
The

handle benefits
financin2 Ho
h
admintoistration, compensation and stalfing. (April ts

10
There is a relationship between
happy em i ) Peop
19)
ployed by wholesalers as well as retailers
and a firm's profitabil may quit
andcustomer loyalty jobs within few
months of
joining.T
indicates the
difference
The 2LTAL
(g) performance and the customers perception between
of the the chers' salaries are paid alongside with other civil servant-
Ans.:(o) False. (b) True, (c)
True, (d) False,
(e) True, ) Fal-
m) npRydepends onthe perception of
customers wh (g)True,(h) True, (
True. Gi) False

difficult
L to nes nmnu Match the
Following:

i) The Sertice Quality Dimension refers to h B

company cares and gives individualized attention t

customers, to make the customers feel extra 0 Gap1:Customer Expectation )External communication
valued customer
April19)
spepelHRbiluty
6) The is meaaured by the perceived service
Gap2: Management (ii) Agent
quan
(k) High quality services contribute to higher Perception

Ans: (a) Partnering. (b) Human res0urce, (o) Infrust Quality (iii) Police
d Gap 3: Service
(d) Public Service (e) Linear, ) customer
gap. (g) Specifications

th)Empathy.(i)service performance. Gi) profitobility dGap 4: Service Delivery (iv) Free drinks to friends
 Manao
Vipul'sM
HRM In
Service Sector
nagement (B
144 (v) Service delivery gap
Principal

(vi) Synergise their

skills and
Service
The
(April
(e) D e l i v e r e r

The
Service
strengths
(0

(s)
19)
Public Service
(vii) Management perception ga
(viil) Intimate knowledge of
(h) Shrinkage
customer preferences
(ix) Manufacturer
(Partneringstrategies

6) Control strategies
(x) Service Quality Expectatio
Gap
x), C- V (d- i), (e- ix), (f -i), (a
IAns.:(a -vii), (b
-

(h-iv), (i-vi), G-
vii)]

QUESTIONS

issues in services.
various quality
(1) Discuss the
by service quality? Explain its dimensi
(2) What do you
mean

(April 19)
Model.
(3) Explain the Service-Gap to fill the gaps
adopted
(4) Enumerate the reasons and strategies
Service-Gap Model.
deliverng
of
challenges
advantages and
15) Discuss the 19)
agents and brokers. (April
through service
delivery
t
effective
strategies for
(0 Explain the
and brokers. it
faced
challenges
of HR
issues and
E x p l a i n the
Insurance.
(a) Banking and
(b) Legal Services.

AGcountancy Services.
 Vipul's""
HRM in
Serv geme
186

Structure:
Companies
possess
possess a sen
(9) Clearly Defined structure.
The structur
are and
organizational
order and

organization
does not
limit
novation and g
innovation

of the the comn

do not
mind plying to
complying
to the
companys
it and see the ben.
Employees the
benefits t
see
understand
because they
implementation.
Organizations
(10)
Well-Known
Company
Policies:

that are
Create e
readily available
readily
company
policies
implement
Healthy
organizations follow the
their employees. Sal
of local, state and federal gov
and regulations
When employees or managers
break policies, the 1sSue
in a professional man
dealt with immediately and b
OBJECTIVES

() Fill in the blank:

(a) are the means to achieve the organizationa

objectiyes.means
dV
Leadnsup
driving for the services that the customen
(b)
willing to pay for it.
wants and is
(c) HUHO in human resources refers to the graduallossdf
employees over time.

d) HRP evaluation is the systematic process

determining the success of the HRP process.

(e) The focus of an operational control system is on guiu

Shit-Ln decisipns.
0 mon isone of those organizational functionsthatha
ompapy,to stay efficient and productive.
(8) oWsowwubecome a regular
sector as well as in the private sector organizations
feature both inthe
publie
 Ketention and
aluation, Attriiog,
gewtl Peput hain
is a theory and
187
The siness concept
of researchers from Harvard University in evolved by a
(h)

ofa company can help to drive the nineties.

group
wo
The the
rofits. company's
O in human resources refers to the
mployees Over time. gradual loss of

(b) Service
Ans: (a) Strategies,
Leadership. (c) Attritio
HRP. (e) short-term ) Communication, (g)
rice Profit Chain, () Workforce. (i) Atrition]Outsourcing
Ih)Service
or False:
True
State

anv service industries the search for

productivity is a not

important.

for the firm are low service

(b) Outcomes quality and high
employee turnover. (April 19)
Globalization of the economies and globalization of business
are very much interdependent.

d) Organizational Effectiveness groups in organizations

indirectly concern themselves with several key areas.
le) Employees and managers readily offer their assistance to each
other to meet corporate objectives.
0 Companies provide off-the-job training and opportunities for
employees to enhance their work-related skills.

e) Good leadership is. one of the main characteristics ofa

healthy organization.
h) Healthy organizations always look for opportunities to grow
does not limit
The structure and order of the organization
innovation and growth.

Companies ignores poor performance. (April 19)

False,
True, True, (d) False, (e) True, )
4False, (b) (c)
8 rue,
(h) True, (i) True, (G) Falsej