MKT 723 Chapter Notes - Chapter 12: Employee Retention, Internal Communications, Motivation
24 Oct 2014
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Employees do not have the efficient skills needed for the job: role ambiguity/conflict, inappropriate evaluation and compensations systems. Compensation discrepancies: lack of empowerment, trust, teamwork. Not empowered employees usually want to be independent thinkers. The critical important of service employees: characteristics of services that increase the importance of employees, simultaneous production, heterogeneity and intangibility, employees, they are the service. Provide the entire service in many cases, the contact employee is the service: we often do not distinguish between the person and the firm. Disney- on stage attitudes and behaviors , pest control: they are the brand. Southwest and west jet 86% of employees are also shareholders. Audi and bmw audi hires employees that are not afraid to develop personal relationships with customers: they are marketers. they are walking billboards they represent the company and influence customer satisfaction they are salespersons.
