Managing People For Service Advantage
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Managing People For Service Advantage
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2017
Managing People For Service Advantage written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017 with Business & Economics categories.
Preface -- Introduction -- Service employees are extremely important -- Frontline work is difficult and stressful -- Cycles of failure, mediocrity and success -- Human resource management : how to get it right -- Service culture, climate and leadership -- Conclusion -- Summary -- Endnotes
Managing People For Service Advantage
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Author :
language : en
Publisher:
Release Date : 2008
Managing People For Service Advantage written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008 with Service industries categories.
Managing People
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Author : Rosemary Thomson
language : en
Publisher: Routledge
Release Date : 2002
Managing People written by Rosemary Thomson and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2002 with Business & Economics categories.
'Managing People' addresses the perspective of the individual manager whose role includes the management of people, as well as issues concerning the organization as a whole. The theme of the book is about responding to organizational and environmental change and the people skills that will be required for this in the twenty-first century. A system model of how the different parts of HR fit together is included, with the acknowledgement that different contexts require different approaches, and the role of the individual manager is considered within them. The stakeholder perspective is examined as it affects the management of people, and links human resource management policy and practice to financial results. This new edition also reflects the modern move towards performance management as an organizational business strategy. The role of leadership at all levels of the organization is also emphasized. There is a new chapter on managing challenging situations, such as the management of diversity, power, stress, and conflict, as well as the handling of grievances and discipline. Another new chapter pulls together the increasingly important aspects of the legal regulation of behaviour at work, and stresses the move from collective relationships to individual rights in the workplace. This text is suitable for use on the Chartered Management Institute Diploma level modules on recruitment and selection, managing performance, and developing teams and individuals. It is also to be used for NVQ courses in HRM at levels 4 and 5 and is valuable for HR Professionals and line managers.
Managing People
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Author : Ann Parkinson
language : en
Publisher:
Release Date : 2014
Managing People written by Ann Parkinson and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014 with Personnel management categories.
Service Leadership
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Author : Svafa Gronfeldt
language : en
Publisher: SAGE Publications
Release Date : 2005-11-30
Service Leadership written by Svafa Gronfeldt and has been published by SAGE Publications this book supported file pdf, txt, epub, kindle and other format this book has been release on 2005-11-30 with Business & Economics categories.
The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.
Managing People In Organizations
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Author : David James
language : en
Publisher:
Release Date : 1999
Managing People In Organizations written by David James and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Financial services industry categories.
Few industries have undergone more dramatic restructuring and reallocation of human resources in recent years than banking. This book compares and contrasts management styles and theories and illustrates the strategic importance of management skills, together with institutional management issues such as change management, total quality management and customer service.
The Truth About Managing People
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Author : Stephen P. Robbins
language : en
Publisher: FT Press
Release Date : 2014-12-08
The Truth About Managing People written by Stephen P. Robbins and has been published by FT Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-12-08 with Business & Economics categories.
Discover today's quick, practical, proven guide to overcoming "killer" management problems and succeeding brilliantly as a leader! Unlike other management books, The Truth About Managing People, Fourth Edition is 100% practical and completely based on tested evidence, not mere anecdote or opinion. Top management author Stephen P. Robbins has distilled thousands of research studies, meta-analyses, and Big Data investigations into a set of 63 proven, tested solutions for today's make-or-break management challenges. Each solution is presented quickly and concisely, in just 2-3 pages, so you can absorb them fast, and use them immediately. Robbins' fully updated truths cover every key aspect of management, including hiring the right people and building winning teams; designing high-productivity jobs and rewarding the right behaviors; managing diversity, change, conflict, turnover, and staff cuts; overcoming self-serving bias, groupthink, and digital distractions, and much more. This edition adds nine all-new chapters, covering the crucial importance of people skills, building emotional intelligence, loyalty expectations, employee engagement and mentoring, managing face-to-face vs. virtual teams, overcoming the downsides of teams, handling unacceptable workplace behavior, promoting creativity and innovation, and more. Whatever your management role, Robbins has compiled indispensable practical truths you can and will apply, every single day.
Managing People
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Author : Philip L. Hunsaker
language : en
Publisher: DK Publishing (Dorling Kindersley)
Release Date : 2021-11-30
Managing People written by Philip L. Hunsaker and has been published by DK Publishing (Dorling Kindersley) this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-11-30 with Business & Economics categories.
Learn how to motivate staff and improve performance, resolve conflicts, delegate effectively, develop your team, assess performance and manage change.
Winning In Service Markets
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Author : Jochen Wirtz
language : en
Publisher: Ws Professional
Release Date : 2016-07-06
Winning In Service Markets written by Jochen Wirtz and has been published by Ws Professional this book supported file pdf, txt, epub, kindle and other format this book has been release on 2016-07-06 with Branding (Marketing). categories.
Dedication -- Preface -- Introduction -- Understanding service products, consumers, and markets -- Creating and capturing value in the service economy -- Understanding service consumers -- Positioning services in competitive markets -- Applying the 4 PS of marketing to services -- Developing service products and brands -- Distributing services through physical and electronic channels -- Service pricing and revenue management -- Service marketing communications -- Managing the customer interface -- Designing service processes -- Balancing demand and capacity -- Crafting the service environment -- Managing people for service advantage -- Developing customer relationships -- Managing relationship and building loyalty -- Complaint handling and service recovery -- Striving for service excellence -- Improving service quality and productivity -- Organizing for service leadership -- Notes -- Index -- Acknowledgements -- About the author
The Truth About Managing People
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Author : Stephen P. Robbins
language : en
Publisher:
Release Date : 2013
The Truth About Managing People written by Stephen P. Robbins and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013 with Communication categories.
In the Third Edition of the bestselling book, The Truth About Managing People, bestselling author Stephen Robbins shares even more proven principles for handling virtually every management challenge. Robbins delivers 61 real solutions for the make-or-break problems faced by every manager. Readers will learn how to overcome the true obstacles to teamwork; why too much communication can be as dangerous as too little; how to improve your hiring and employee evaluations; how to heal "layoff survivor sickness"; how to manage a diverse culture; and ways to lead effectively in a digital world. New truths include: how to nurture friendly employees, forget about age stereotypes, first impressions count, be a good citizen, techniques for managing a diverse age group, and ethical leadership among others.