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Managing People For Service Advantage
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Book Synopsis Managing People for Service Advantage by : Jochen Wirtz
Download or read book Managing People for Service Advantage written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 92 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Service employees are extremely important -- Frontline work is difficult and stressful -- Cycles of failure, mediocrity and success -- Human resource management : how to get it right -- Service culture, climate and leadership -- Conclusion -- Summary -- Endnotes
Book Synopsis Managing People for Service Advantage by :
Download or read book Managing People for Service Advantage written by and published by . This book was released on 2008 with total page 313 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Managing People by : Rosemary Thomson
Download or read book Managing People written by Rosemary Thomson and published by Routledge. This book was released on 2002 with total page 252 pages. Available in PDF, EPUB and Kindle. Book excerpt: 'Managing People' addresses the perspective of the individual manager whose role includes the management of people, as well as issues concerning the organization as a whole. The theme of the book is about responding to organizational and environmental change and the people skills that will be required for this in the twenty-first century. A system model of how the different parts of HR fit together is included, with the acknowledgement that different contexts require different approaches, and the role of the individual manager is considered within them. The stakeholder perspective is examined as it affects the management of people, and links human resource management policy and practice to financial results. This new edition also reflects the modern move towards performance management as an organizational business strategy. The role of leadership at all levels of the organization is also emphasized. There is a new chapter on managing challenging situations, such as the management of diversity, power, stress, and conflict, as well as the handling of grievances and discipline. Another new chapter pulls together the increasingly important aspects of the legal regulation of behaviour at work, and stresses the move from collective relationships to individual rights in the workplace. This text is suitable for use on the Chartered Management Institute Diploma level modules on recruitment and selection, managing performance, and developing teams and individuals. It is also to be used for NVQ courses in HRM at levels 4 and 5 and is valuable for HR Professionals and line managers.
Book Synopsis The Ugly Truth about Managing People by : Ruth King
Download or read book The Ugly Truth about Managing People written by Ruth King and published by . This book was released on 2007 with total page 278 pages. Available in PDF, EPUB and Kindle. Book excerpt: Through stories and lessons from managers, you'll discover how to handle a variety of situations--Cover p. [4].
Book Synopsis The Service Profit Chain by : James L. Heskett
Download or read book The Service Profit Chain written by James L. Heskett and published by Simon and Schuster. This book was released on 1997-04-10 with total page 345 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal that leading companies stay on top by managing the service profit chain. Why are a select few service firms better at what they do -- year in and year out -- than their competitors? For most senior managers, the profusion of anecdotal "service excellence" books fails to address this key question. Based on five years of painstaking research, the authors show how managers at American Express, Southwest Airlines, Banc One, Waste Management, USAA, MBNA, Intuit, British Airways, Taco Bell, Fairfield Inns, Ritz-Carlton Hotel, and the Merry Maids subsidiary of ServiceMaster employ a quantifiable set of relationships that directly links profit and growth to not only customer loyalty and satisfaction, but to employee loyalty, satisfaction, and productivity. The strongest relationships the authors discovered are those between (1) profit and customer loyalty; (2) employee loyalty and customer loyalty; and (3) employee satisfaction and customer satisfaction. Moreover, these relationships are mutually reinforcing; that is, satisfied customers contribute to employee satisfaction and vice versa. Here, finally, is the foundation for a powerful strategic service vision, a model on which any manager can build more focused operations and marketing capabilities. For example, the authors demonstrate how, in Banc One's operating divisions, a direct relationship between customer loyalty measured by the "depth" of a relationship, the number of banking services a customer utilizes, and profitability led the bank to encourage existing customers to further extend the bank services they use. Taco Bell has found that their stores in the top quadrant of customer satisfaction ratings outperform their other stores on all measures. At American Express Travel Services, offices that ticket quickly and accurately are more profitable than those which don't. With hundreds of examples like these, the authors show how to manage the customer-employee "satisfaction mirror" and the customer value equation to achieve a "customer's eye view" of goods and services. They describe how companies in any service industry can (1) measure service profit chain relationships across operating units; (2) communicate the resulting self-appraisal; (3) develop a "balanced scorecard" of performance; (4) develop a recognitions and rewards system tied to established measures; (5) communicate results company-wide; (6) develop an internal "best practice" information exchange; and (7) improve overall service profit chain performance. What difference can service profit chain management make? A lot. Between 1986 and 1995, the common stock prices of the companies studied by the authors increased 147%, nearly twice as fast as the price of the stocks of their closest competitors. The proven success and high-yielding results from these high-achieving companies will make The Service Profit Chain required reading for senior, division, and business unit managers in all service companies, as well as for students of service management.
Book Synopsis Service Leadership by : Svafa Gronfeldt
Download or read book Service Leadership written by Svafa Gronfeldt and published by SAGE Publications. This book was released on 2005-11-30 with total page 337 pages. Available in PDF, EPUB and Kindle. Book excerpt: The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Book Synopsis Managing People in Sport Organizations by : Tracy Taylor
Download or read book Managing People in Sport Organizations written by Tracy Taylor and published by Routledge. This book was released on 2015-01-09 with total page 335 pages. Available in PDF, EPUB and Kindle. Book excerpt: Managing People in Sport Organizations provides a comprehensive overview of the theory and practice of managing people within a strategic framework. This revised and updated second edition examines a range of strategic human resource management approaches that can be used by sport organizations to respond to contemporary challenges and to develop a sustainable performance culture. Drawing on well-established conceptual frameworks and current empirical research, the book systematically covers every key area of HRM theory and practice, including: recruitment training and development performance management and appraisal motivation and reward organizational culture employee relations diversity managing change This new edition also includes expanded coverage of social media, volunteers, and individuals within organizations, and is supported with a new companion website carrying additional resources for students and instructors, including PowerPoint slides, exam questions and useful web links. No other book offers such an up-to-date introduction to core concepts and key professional skills in HRM in sport, and therefore Managing People in Sport Organizations is essential reading for any sport management student or any HR professional working in sport.
Book Synopsis Managing People in Organizations by : David James
Download or read book Managing People in Organizations written by David James and published by . This book was released on 1999 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: Few industries have undergone more dramatic restructuring and reallocation of human resources in recent years than banking. This book compares and contrasts management styles and theories and illustrates the strategic importance of management skills, together with institutional management issues such as change management, total quality management and customer service.
Book Synopsis Winning In Service Markets: Success Through People, Technology And Strategy by : Jochen Wirtz
Download or read book Winning In Service Markets: Success Through People, Technology And Strategy written by Jochen Wirtz and published by World Scientific. This book was released on 2016-12-12 with total page 704 pages. Available in PDF, EPUB and Kindle. Book excerpt: Winning in Service Markets: Success through People, Technology, and Strategy is the first practitioner book in the market to cover the key aspects of services marketing and management based on sound academic evidence and knowledge. Derived from the globally leading textbook for Services Marketing by the same author, this book offers a comprehensive overview of extant knowledge on the topic. Accessible and practical, Winning in Service Markets bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.
Download or read book Playing to Win written by Alan G. Lafley and published by Harvard Business Press. This book was released on 2013 with total page 274 pages. Available in PDF, EPUB and Kindle. Book excerpt: Explains how companies must pinpoint business strategies to a few critically important choices, identifying common blunders while outlining simple exercises and questions that can guide day-to-day and long-term decisions.
Book Synopsis The Truth about Managing People by : Stephen P. Robbins
Download or read book The Truth about Managing People written by Stephen P. Robbins and published by . This book was released on 2013 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the Third Edition of the bestselling book, The Truth About Managing People, bestselling author Stephen Robbins shares even more proven principles for handling virtually every management challenge. Robbins delivers 61 real solutions for the make-or-break problems faced by every manager. Readers will learn how to overcome the true obstacles to teamwork; why too much communication can be as dangerous as too little; how to improve your hiring and employee evaluations; how to heal "layoff survivor sickness"; how to manage a diverse culture; and ways to lead effectively in a digital world. New truths include: how to nurture friendly employees, forget about age stereotypes, first impressions count, be a good citizen, techniques for managing a diverse age group, and ethical leadership among others.
Book Synopsis Services Marketing: People, Technology, Strategy (Eighth Edition) by : Jochen Wirtz
Download or read book Services Marketing: People, Technology, Strategy (Eighth Edition) written by Jochen Wirtz and published by World Scientific Publishing Company. This book was released on 2016-03-29 with total page 801 pages. Available in PDF, EPUB and Kindle. Book excerpt: Services Marketing: People, Technology, Strategy is the eighth edition of the globally leading textbook for Services Marketing by Jochen Wirtz and Christopher Lovelock, extensively updated to feature the latest academic research, industry trends, and technology, social media and case examples.This textbook takes on a strong managerial approach presented through a coherent and progressive pedagogical framework rooted in solid academic research. Featuring cases and examples from all over the world, Services Marketing: People, Technology, Strategy is suitable for students who want to gain a wider managerial view of Services Marketing.
Book Synopsis The Complete Idiot's Guide to Managing People by : Arthur R. Pell
Download or read book The Complete Idiot's Guide to Managing People written by Arthur R. Pell and published by Penguin. This book was released on 2003 with total page 434 pages. Available in PDF, EPUB and Kindle. Book excerpt: To new managers and leaders, getting the most and the best from employees is often one of the biggest challenges. One of the most popular topics in the business category today, "people management," is often confusing and difficult - with opportunities for missteps along the way. The Complete Idiot's GuideR to Managing People, Third Edition is the solution to a new manager's questions. In the fully updated revised edition, expert author Dr. Arthur Pell helps readers navigate these new seas - and find success! With solid coverage of leadership, team management, delegation, workload management, and reward/discipline systems, The Complete Idiot's GuideR to Managing People, Third Edition offers new and updated coverage on working with employees on goal and career management, downsizing and laying off employees, fully revised sexual harassment and EOE information, interviewing techniques, the critical new employee period, managing through negative times, and retaining good employees.
Book Synopsis Managing Hospitality Organizations by : Robert C. Ford
Download or read book Managing Hospitality Organizations written by Robert C. Ford and published by SAGE Publications. This book was released on 2023-11-21 with total page 774 pages. Available in PDF, EPUB and Kindle. Book excerpt: Introduction to Hospitality Management: Creating Excellent Guest Experiences, Third Edition takes students on a journey through the evolving service industry. Each chapter focuses on a core principle of hospitality management and is packed with practical advice, examples, and cases from some of the best companies in the service sector. Authors Robert C. Ford and Michael Sturman emphasize the critical importance of focusing on the guest and creating an unforgettable customer experience. Whether your students will be managing a neighborhood café, a convention center, or a high-end resort hotel, they will learn invaluable skills for managing the guest experience in today’s ultracompetitive environment. Included with this title: LMS Cartridge: Import this title’s instructor resources into your school’s learning management system (LMS) and save time. Don’t use an LMS? You can still access all of the same online resources for this title via the password-protected Instructor Resource Site. Learn more.
Download or read book ADKAR written by Jeff Hiatt and published by Prosci. This book was released on 2006 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: In his first complete text on the ADKAR model, Jeff Hiatt explains the origin of the model and explores what drives each building block of ADKAR. Learn how to build awareness, create desire, develop knowledge, foster ability and reinforce changes in your organization. The ADKAR Model is changing how we think about managing the people side of change, and provides a powerful foundation to help you succeed at change.
Download or read book Managing People written by Ann Parkinson and published by . This book was released on 2014 with total page 537 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis International Spa Management by : Sarah Rawlinson
Download or read book International Spa Management written by Sarah Rawlinson and published by Goodfellow Publishers Ltd. This book was released on 2017-02-28 with total page 209 pages. Available in PDF, EPUB and Kindle. Book excerpt: a sound and though guide for all future spa managers looking at all aspects on the successful running of a spa facility. Divided into four parts it discusses the following: • The spa industry • The spa consumer • The business of spas • Future directions
