Comparison between jobs or task of the state employees i.e. Jared and Anise and contrast the same. Introduction: The model lay down by Oldham and Hack man states that the task performed by the employee is the key to its motivation. Particularly a monotonous and boring task hinders motivation to do well in the job, whereas on the other hand, if an employee is engaged in a challenging job it will boost the motivation. Job rotation and job enrichment are the two methods through which challenge and variety can be added to one's job.

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If every “customer contact is referred to as a moment of truth,” then each of these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…

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Chapter 12, Problem 5DQ

Summary Introduction

To determine:

Comparison between jobs or task of the state employees i.e. Jared and Anise and contrast the same.

Introduction:

The model lay down by Oldham and Hack man states that the task performed by the employee is the key to its motivation. Particularly a monotonous and boring task hinders motivation to do well in the job, whereas on the other hand, if an employee is engaged in a challenging job it will boost the motivation. Job rotation and job enrichment are the two methods through which challenge and variety can be added to one's job.

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If every “customer contact is referred to as a moment of truth,” then each of these moments of truth provides you the opportunity to satisfy or even dissatisfy your customer (Bordoloi, p. 142). In the service industry, customer satisfaction “can be defined by comparing perceptions of service received with expectations of service desired” (Bordoloi, p. 142). When your customer's “expectations are exceeded, service is perceived to be of exceptional quality” (Bordoloi, p. 142). When your customers “expectations are not met; however, service quality is deemed unacceptable” (Bordoloi, p. 142). Therefore, “when expectations are confirmed by perceived service, quality is satisfactory” (Bordoloi, p. 142). Please review Figure 6.1, “Perceived Service Quality,” on p. 142, which graphically represents these expectations, including word of mouth, personal needs, and past experience. As we consider that “quality begins with the design of the service delivery system,” explain what this will look…

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