Once a service provider has translated customer expectations into behaviors and actions, it must select those behaviors and actions that will be used to create employee standards. What are the six most important criteria for the creation of those standards?
What will be an ideal response?
(1) The standards must be on the behaviors and actions that are very important to customers. Unless very important behaviors and actions are chosen, the company could make improvements and have no overall impact on customer satisfaction. (2) The standards must cover performance that needs to be improved or maintained. (3) The standards should cover behaviors and actions that employees can improve. Service standards must cover controllable aspects of employees' jobs. (4) The employees must understand and accept the standards. Imposing standards on unwilling employees can result in resistance, absenteeism, resentment and even turnover. (5) The standards must be predictive rather than reactive. The standards must be derived from past concerns of customers not as a response to a complaint or other negative feedback. (6) The standards must be challenging but realistic.
You might also like to view...
Name and explain the three moral hazards that frequently lead to unethical human resource management behaviors.
What will be an ideal response?
Which one of the following describes an anally fixated person?
a. Control oriented and stringent b. Overeaters, and highly compulsive c. Repressed, anxious and guilt ridden d. All of the above
A simple random sample of 100 observations was taken from a large population. The sample mean and the standard deviation were determined to be 1234 and 120 respectively. The standard error of the mean is
A. 1234 ± 120. B. 120. C. 1.2. D. 12.
Leading firms have an average cash-to-cash cycle time of approximately _______ days.
a. 15 b. 30 c. 60 d. 90