HTH 102 Lecture Notes - Lecture 12: Zappos, Public Address System, Carlton Video

• School: Ryerson University
• Department: Hospitality/Tourism
• Course: HTH 102
• Professor: Chris Gibbs

Document Summary

Understand the service profit chain relationships between employees, customers and profitability and how to communicate what service leadership is. Understand the implications of the service profit chain for service management. Appreciate that the marketing, operations and human resource management functions need to be closely integrated in service businesses, and understand how this can be achieved. Be familiar with the four levels of service performance. Understand what actions are required to move a service firm from being a service loser to rising as a service leader. Discuss the role service leaders play in nurturing an effective service culture. Describe the qualities of leaders of the future. Business theory developed by a group of researchers from harvard university - published in 1994. Profitability and customer loyalty are linked to employee satisfaction, loyalty, productivity. Service profit chain companies increased stock value by 147% while nearest competitors only increased stock value 110%