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Internal Service Internal Capabilities Customer satisfaction
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Effective strategies for optimizing the services marketing of Shahrazad restaurant OY
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- 2.4.2 Human resource management and empowering employees.
Internal Service Internal Capabilities Customer satisfaction
Figure 8. The service profit chain from Heskett et al (1994,166) Heskett et al. (1994, 164-168.) in their research found the model of service profit chain which suggests that there are crucial relationships between internal and external service quality, as could be seen by Figure 8. The research was highlighted among the internal services qu ality (e.g. employees’ satisfaction and 23 retentions/ productivity) which have significant reflections on the performance of provided services to customers, and the external service value, which contributes profitability from customers’ satisfaction and loyalty. 2.4.2 Human resource management and empowering employees. Palmer (2008, 373-274) knows the importance of employee management as a key factor to meet customers’ quality expectations. A suitable labor by front-line employees and effective management of these employees could overcome many of the problems across the delivery process since employees are responsible for providing a good service encounter. Palmer (2008, 374) describes the service management in three principles to improve the provided service by staff as follows: (1), marketing management means to analyze and respond to customer needs in a fast-food restaurant such as items’ variety, cleanness, and speed. (2), operational management refers to schedule work in a way that reduces bottleneck and provides a flexible answer to demands. (3), human resource management seeks to select and motivate staff in order to maximize their capabilities to deliver a specific standard of service. The input management and personnel employed by an organization are the important elements of the total service offering to customers. Further research (Wilson et al., 2012, 257) suggested the four basic themes of human resource strategies to better service standard quality. 1. Hire the right people includes three elements: Firstly, compete with other organization for hiring and identifying the best people. Secondly, hire for service competence and service desire. The service competence is a set of skills and pieces of knowledge which necessary to do a job. Meanwhile, service desire is personnel’ interested in doing service- related work. Finally, be preferred employer which could achieve by extensive training, attractive incentives and quality goods and service that employees are proud to be associated with (Wilson et al., 2012, 258- 259). 24 2. Develop people to deliver service quality through active strategies as firstly, train for technical and interactive skills Wilson et al., (2012, 259) and Palmer (2008, 394). Secondly, empower employees through giving employees the authority to make their decision, and desired skills, tools for serving customers (Wilson et al., 2012, 261.) and (Lashley 2000, 793- 794). Finally, promote teamwork and healthy job environment where employees could feel supported and having a team to back up them so that maintain their enthusiasm and eliminate stresses and strains either. 3. Provide the needed support system which means to be efficient and effective in jobs, where service employees require internal supported systems to deliver service quality by measuring internal services quality and internal customers. Moreover, providing the supportive technology and equipment to facilitate the workflow (Wilson et al., 2012, 262). 4. Retain the best people. Wilson et al., (2012, 263) reckon that Organizations recruit the right staffs, train and develop them, therefore it tends to highlight the strategies which could provide a suitable work environment to retain their employees through including staffs in the company’ vision or customer engagement strategies which mean that employees, Individuals, team, managers are involving and understanding the culture of organization to deliver organization’s aims (Richard et al. 1993,939) adopted from (Thomson 1990). In addition, companies have an emphasis on the idea of employees are also customers of an organization, therefore its products and service should be met the quality of work life in the way of employee satisfaction and need (Wilson et al. 2012, 265). Download 1.33 Mb. Do'stlaringiz bilan baham: |
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