To determne: How to effectively communicate with under performing employees. Introduction: In the contexts of improving business performance, and profit maximization the management of the stakeholders is vital. Here even though organizations engage with external community, customers more often, the contribution of the employees towards the success of the common goal of the team should not be forgotten. For this the managers should communicate with the subordinates and employees under them so as to provide them with the better quality environment.

Question

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…

Answer 1

Question

Chapter 13, Problem 3DQ

Summary Introduction

To determne:

How to effectively communicate with under performing employees.

Introduction:

In the contexts of improving business performance, and profit maximization the management of the stakeholders is vital. Here even though organizations engage with external community, customers more often, the contribution of the employees towards the success of the common goal of the team should not be forgotten. For this the managers should communicate with the subordinates and employees under them so as to provide them with the better quality environment.

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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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