Services Marketing

            

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Details


Textbook:
Pages : 536; Paperback;
210 X 275 mm approx.

Workbook:
Pages : 283; Paperback;
210 X 275 mm approx.

Chapter Code : SMC14

Pricing


Textbook Price: Rs. 900;
Workbook Price: Rs. 700;
Shipping & Handling Charges: Rs. 100 per book;
Books Available only in INDIA

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Please allow 5 to 10 days for delivery.


Services Marketing Textbook

Detail Table of Contents

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People in Services : Overview

Service personnel can be classified in different ways depending on the level and nature of interaction that they have with customers - low-contact and high contact service personnel; consumer-service and professional service employees; and contact personnel, moderate contract personnel, back-office staff, support staff and management.

Some of the problems faced by service personnel in the course of their job are stress and burnout, lack of clarity in their roles and responsibilities and lack of fixed breaks and intervals for relaxation. Service organizations and their employees may sometimes enter into conflict with customers during the course of interaction with them.

The conflicts can be classified as follows - individual-role conflict, customer-employee conflict, inter-employee conflict, client-organization conflict and inter-client conflict. Some of the people strategies to be adopted by service organizations include attracting the best talent, training them in technical and people skills, motivating them through proper compensation, incentives and empowerment, and retaining them by improving the quality of work life and implementing an appropriate reward system.

Chapter 14 : Overview


Classification of Service Personnel

Problems Faced by Service Personnel

Types of Conflict in Service Organizations

Individual
role Conflict
Customer
employee Conflict
Inter
Employee Conflict

Client
Organization Conflict
Inter
Client Conflict

People Strategies
Attracting the Best Talent
Motivating
Training
Retaining