Managing People For Service Advantage

Managing People For Service Advantage

by Jochen Wirtz


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Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands a firm commitment to effective management of human resources, including the recruitment, selection, training, motivation, and retention of employees. Organizations that display this commitment understand the economic payoff from investing in their people. Managing People for Service Advantage will give an insight on how to get HR right in service organizations, and how to get satisfied, loyal, motivated and productive service employees. This book is the ninth volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series 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.The e-version of this book is not available for purchase at our website but can be purchased through Amazon and Kobo.

Product Details

ISBN-13: 9781944659332
Publisher: Ws Professional
Publication date: 11/15/2017
Series: Winning In Service Markets Series , #9
Pages: 91
Product dimensions: 6.00(w) x 9.00(h) x 0.19(d)

Table of Contents

Dedication 3

Preface 4

Introduction 7

Service Employees are Extremely Important 11

Service Personnel as a Source of Customer Loyalty and Competitive


The Frontline in Low-Contact Services

Frontline Work is Difficult and Stressful 17

Service Jobs are Boundary Spanning Positions

Sources of Role Conflict

Emotional Labor

Service Sweat Shops?

Cycles of Failure, Mediocrity and Success 23

The Cycle of Failure

The Cycle of Mediocrity

The Cycle of Success

Human Resource Management-How to Get it Right 31

Hire the Right People

Tools to Identify the Best Candidates

Train Services Employees Actively

Internal Communications to Shape the Service Culture and Behaviors

Empower the Frontline

When are High Levels of Empowerment Appropriate?

Build High-Performance Service-Delivery Teams

Integrate Teams Across Departments and Functional Areas

Motivate and Energize People

The Role of Labor Unions

Service Culture, Climate and Leadership 59

Building a Service-Oriented Culture

A Climate for Service

Qualities of Effective Leaders in Service Organizations

Leadership Styles, Focus on the Basics, and Role Modelling

Focusing the Entire Organization on the Frontline

Conclusion 67

Summary 69

Endnotes 75

About the Author 86

Acknowledgments 87

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