SOCIOL 2V06 Study Guide - Hamburger University, Combined Insurance, Scientific Management
9 Apr 2013
School
Department
Course
Professor
Document Summary
The above strategies may not eliminate unpredictable client demands (and workers). Service firms can deal further with unpredictability by relying on workers discretion when: (1) customizing is crucial, (2) worker-client interactions are difficult (selling to reticent buyers), (3) workers are free of managerial control. When unpredictability is sufficiently worrisome, firms often routinize through personal transformation to produce quality employee-customer interactions. Amway"s duplicating : fundamentally alter salespeople s lives, molding their family lives, political beliefs, religious values, personal goal, and self-concepts. Urge workers to cut off ties with friends or relatives critical of amway, etc. Workers" control of deviant clients, clients control of workers. Example: if a waiter doesn t like a customer, they will accidentally drop a plate of food on them. 31 000 restaurants employing 1. 5million people in 119 countries. It serves nearly 47 million customers every day. 95% of u. s. consumers eat at mcdonald s at least once a year.
