Enhancing service personnel effectiveness through the use of behavioral repertoires

Article Abstract:

A study of the behavioral repertoires followed by service providers in their organization to deliver the required services showed four behavioral models that are dependent on how employees are expected to deliver their assigned roles in the delivery of the service. This results in four models, the industrial repertoire, the entrepreneurial repertoire, the ultrareliable repertoire and the compromise repertoire, which differ in terms of behavioral expectations, task/output completion expectation, innovation expectation and communication system.

Research, Organizational behavior

---

A marketing-relevant framework for understanding service worker productivity

Article Abstract:

A model is presented for analyzing service worker productivity that incorporates variation into its framework. Variations include the acknowledgement that productivity definitions may be different across service jobs, that different levers exist for maximizing productivity within disparate contexts, and that productivity management is a task for both internal functions and marketing.

Product quality, Personnel administration, Productivity Improvement, Models, Measurement, Labor relations, Quality management, Comparative analysis, Labor productivity, Labour productivity

---

Design and implementation of a service guarantee

Article Abstract:

The process of designing and applying an effective customer service guarantee scheme in a service industry is presented by using a decision support model.

Strategy & planning, Marketing procedures, Management dynamics, Warranties, Management, Warranty, Planning, Customer service, Company business management, Company business planning, Support services, Customer relations

Similar abstracts:

• Abstracts: Japan's novelty grace period solves the dilemma of 'publish and perish'. Investing in nanotechnology
• Abstracts: Customer and employee views of critical service incidents. Cognitive dissonance and the stability of service quality perceptions
• Abstracts: New service development: a network perspective. A research agenda for investigation of product innovation in the financial services sector

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.