Chapter 5, Problem 15PA

Summary Introduction

Interpretation:A job description for a service-provider job with emphasis on service-encounters associated.

Concept Introduction:

A job description is a written document that narrates the requirements that the job holder must have fulfilled andthe tasks, duties and responsibilities in relation to a specific position within an organization. It is a formal document given to an employee at the point of recruitment. A job description in relation to a service-providing job would ideally be associated with elements of service encounters such as customer contact skills and behaviors, education and training requirements, empowerment capabilities and hiring criteria.