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Ch. 12 - Summary.docx

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Department
Administration
Course
ADM3322
Professor
All Professors
Semester
Spring

Description
Services MarketingChapter 12 Employees Roles in Service DeliveryService CultureReasons for Failure to Deliver Services as Designed and SpecifiedIneffective recruitment of service oriented employeesRole ambiguity and role conflict among contact employeesPoor employeetechnologyjob fitInappropriate evaluation and compensation systemsLack of empowerment perceived control and teamworkCultureCorporate culture the pattern of shared values and beliefs that give the members of an organization meaning and provide them with the rules for behaviour in the organizationCulture the way we do things around hereService Culture a culture where an appreciation for good service exists and where giving goo
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