Professional Documents
Culture Documents
Managers
are
responsible
for other
people who
perform
these
functions
SERVICE
Consists of;
interactions
Transactions
Result in relationships
among customers and
staff members
Customer
relationships
Which is called
____________________
Customer Relationships
Customer relationships may be
measured by two factors.
Intimacy the intensity of the
interactions
Duration - time spent with the
customers
Customer Service
Relationship Model
Physici
an
Intima
cy
Retail
Event Planner
Limited Service
Lodging
QSRs
Cruise Luxury Hotel
Physician
Full Service
Restaurant
Full Service Hotel
Airline
Hig
h
Lo
w
QSR
s
Full
Service
Restaura
Event
nt
Planner
Retai
l
Airlin
e
Durati
on
Cruise
Luxury
Hotel
Full Service
Hotel
Limited
Service
Lodging
Hig
h
Moment of Truth
MANAGEMENT
Shared values
Attitdes
Beliefs
These
would
cause
workers to engage in
behaviors
that
are
consistent
with
the
expectations or norms of
that organization
CLIMATE
Opinions of
individuals
concerning the
organizational
culture
2 Broad Categories of
Employees
Line Workers
Produce products
and/or services
and/or directly
generate
revenues for the
organization.
Staff Workers
Perform tasks,
duties and
responsibilities
intended to
support the line
workers.
MISMANAGEMENT
Autocratic Management
Employee
MANAGEMENT SKILLS
Conceptual
Influencing
Technical
MANAGEMENT FUNCTIONS
Sen
ior
Planning
Middle
Supervisor
Organizing
Controlling