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32問 • 1年前
  • Julliane De Vera
    • 通報

    問題一覧

  • 1

    part of the management function; concern in human factor

    staffing

  • 2

    service advantage in marketing; difficult to control

    people

  • 3

    recommendation to customers

    suggestive selling

  • 4

    giving higher price for a service or product

    upselling

  • 5

    represents the firm

    service personnel

  • 6

    link the organizations to the outside world

    boundary spanners

  • 7

    3 main causes of stress

    organization vs client, personal vs role, client vs client

  • 8

    dilemma whether to follow company rules or to satisfy customer needs

    organization vs client

  • 9

    conflict between what jobs require and emoloyees own personality and beliefs

    person vs role

  • 10

    conflicts between customers yhat demand service staff intervention

    client vs client

  • 11

    the act of expressing socially desired emotions during service transactions; occurs when there is gap between what employees feel inside and emotions that management requires them to display

    emotional labor

  • 12

    commonly found in large bureaucratic organisation

    cycle of mediocrity

  • 13

    the service talent cycle for service firms

    hire the right people enable the right people motivate and energize your people

  • 14

    most important asset

    right people

  • 15

    longer-term view of financial performance; firm seeks to prosper by investing in people

    cycle of success

  • 16

    levels of employee involvement

    suggestion involvement, job involvement, high involvement

  • 17

    employee make recommendations through formalized program

    suggestion involvement

  • 18

    jobs redesigned; employees retrained, supervisors reorientated to facilitate

    job involvement

  • 19

    information is shared; employees skilled in teamwork, problem solving; participate in management decisions; profit sharing and stock ownership

    high involvement

  • 20

    people are motivated and satisfied knowing they are doing a good job

    job contents

  • 21

    peiole derive a sense of identity and belonging to an organization from

    feedback and recognition

  • 22

    specific, difficult but attainable and acceptable goals are strong motivators

    goal achievement

  • 23

    the larger the reward, the poorer the performance will be rendere

    rudimentary cognitive skill

  • 24

    three factors lead to better performance and personal satisfaction

    autonomous, mastery, purpose

  • 25

    often results in service staff having to pursue both operational and marketing goals

    multiplicity of roles

  • 26

    long term view of financial performance; firms seek to prosper by investing in people

    cycle of success

  • 27

    means to instill a desire within a person that encourages the person to act

    to motivate

  • 28

    most people enjoy being a part of a group or team. This sense of belonging can be helpful in managing employee direction and behavior in the workplace

    social needs

  • 29

    hospitality headhunter

    vic alcuaz

  • 30

    breeds BOREDOM on the job

    cycle of failure

  • 31

    key aspect of service quality

    staff's quality knowledge

  • 32

    important driver of customer loyalty

    frontline

    • Gastro

    Gastro

    Julliane De Vera · 73問 · 2年前

    Gastro

    Gastro

    73問 • 2年前
    Julliane De Vera

    Coffee Op

    Coffee Op

    Julliane De Vera · 42問 · 2年前

    Coffee Op

    Coffee Op

    42問 • 2年前
    Julliane De Vera

    marketing

    marketing

    Julliane De Vera · 7問 · 2年前

    marketing

    marketing

    7問 • 2年前
    Julliane De Vera

    rev man

    rev man

    Julliane De Vera · 34問 · 1年前

    rev man

    rev man

    34問 • 1年前
    Julliane De Vera

    rev man 2

    rev man 2

    Julliane De Vera · 12問 · 1年前

    rev man 2

    rev man 2

    12問 • 1年前
    Julliane De Vera

    multicultural

    multicultural

    Julliane De Vera · 51問 · 1年前

    multicultural

    multicultural

    51問 • 1年前
    Julliane De Vera

    multicultural (2)

    multicultural (2)

    Julliane De Vera · 18問 · 1年前

    multicultural (2)

    multicultural (2)

    18問 • 1年前
    Julliane De Vera

    pctg

    pctg

    Julliane De Vera · 29問 · 1年前

    pctg

    pctg

    29問 • 1年前
    Julliane De Vera

    strama

    strama

    Julliane De Vera · 61問 · 1年前

    strama

    strama

    61問 • 1年前
    Julliane De Vera

    1st

    1st

    Julliane De Vera · 15問 · 1年前

    1st

    1st

    15問 • 1年前
    Julliane De Vera

    2

    2

    Julliane De Vera · 20問 · 1年前

    2

    2

    20問 • 1年前
    Julliane De Vera

    3

    3

    Julliane De Vera · 23問 · 1年前

    3

    3

    23問 • 1年前
    Julliane De Vera

    4

    4

    Julliane De Vera · 51問 · 1年前

    4

    4

    51問 • 1年前
    Julliane De Vera

    chap 3

    chap 3

    Julliane De Vera · 21問 · 1年前

    chap 3

    chap 3

    21問 • 1年前
    Julliane De Vera

    chap 5

    chap 5

    Julliane De Vera · 42問 · 1年前

    chap 5

    chap 5

    42問 • 1年前
    Julliane De Vera

    chap 1

    chap 1

    Julliane De Vera · 7問 · 1年前

    chap 1

    chap 1

    7問 • 1年前
    Julliane De Vera

    chap 2 (?)

    chap 2 (?)

    Julliane De Vera · 12問 · 1年前

    chap 2 (?)

    chap 2 (?)

    12問 • 1年前
    Julliane De Vera

    6 (motivation)

    6 (motivation)

    Julliane De Vera · 21問 · 1年前

    6 (motivation)

    6 (motivation)

    21問 • 1年前
    Julliane De Vera

    問題一覧

  • 1

    part of the management function; concern in human factor

    staffing

  • 2

    service advantage in marketing; difficult to control

    people

  • 3

    recommendation to customers

    suggestive selling

  • 4

    giving higher price for a service or product

    upselling

  • 5

    represents the firm

    service personnel

  • 6

    link the organizations to the outside world

    boundary spanners

  • 7

    3 main causes of stress

    organization vs client, personal vs role, client vs client

  • 8

    dilemma whether to follow company rules or to satisfy customer needs

    organization vs client

  • 9

    conflict between what jobs require and emoloyees own personality and beliefs

    person vs role

  • 10

    conflicts between customers yhat demand service staff intervention

    client vs client

  • 11

    the act of expressing socially desired emotions during service transactions; occurs when there is gap between what employees feel inside and emotions that management requires them to display

    emotional labor

  • 12

    commonly found in large bureaucratic organisation

    cycle of mediocrity

  • 13

    the service talent cycle for service firms

    hire the right people enable the right people motivate and energize your people

  • 14

    most important asset

    right people

  • 15

    longer-term view of financial performance; firm seeks to prosper by investing in people

    cycle of success

  • 16

    levels of employee involvement

    suggestion involvement, job involvement, high involvement

  • 17

    employee make recommendations through formalized program

    suggestion involvement

  • 18

    jobs redesigned; employees retrained, supervisors reorientated to facilitate

    job involvement

  • 19

    information is shared; employees skilled in teamwork, problem solving; participate in management decisions; profit sharing and stock ownership

    high involvement

  • 20

    people are motivated and satisfied knowing they are doing a good job

    job contents

  • 21

    peiole derive a sense of identity and belonging to an organization from

    feedback and recognition

  • 22

    specific, difficult but attainable and acceptable goals are strong motivators

    goal achievement

  • 23

    the larger the reward, the poorer the performance will be rendere

    rudimentary cognitive skill

  • 24

    three factors lead to better performance and personal satisfaction

    autonomous, mastery, purpose

  • 25

    often results in service staff having to pursue both operational and marketing goals

    multiplicity of roles

  • 26

    long term view of financial performance; firms seek to prosper by investing in people

    cycle of success

  • 27

    means to instill a desire within a person that encourages the person to act

    to motivate

  • 28

    most people enjoy being a part of a group or team. This sense of belonging can be helpful in managing employee direction and behavior in the workplace

    social needs

  • 29

    hospitality headhunter

    vic alcuaz

  • 30

    breeds BOREDOM on the job

    cycle of failure

  • 31

    key aspect of service quality

    staff's quality knowledge

  • 32

    important driver of customer loyalty

    frontline