HADM 2410 Chapter Notes - Chapter 10: Phantom Stock, Middle Management, Emotional Labor
24 Oct 2017
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Overview: it is important for marketers to employ the same marketing approach they use on consumers for their employees. more satisfied employees will produce more satisfied consumers. Perfect travel experience through the highest standards of hospitality. wins over cult-like. The quality of staff makes the hotel excellent. respects and pampers employees. Happy, satisfied staff = happy, satisfied customers. Employees at four season have great benefits and are able to visit other four season locations for free, treated just like other special guests. motivating and learning experience. Internal marketing: involves marketing to the firm"s internal customers, its employees. What quality in services means: contact skills like courtesy, attitude, helpfulness. internal marketing is one of the top three determinants of financial performance. Key component: innovative formula for mobilizing human energy. Moment of truth: occurs when an employee and a customer have contact. Concept of moment of truth continues with public reviews and comments. what they say.
