Employees Role in Service

Delivery
By Nitika Sharma

10-year-old becomes Hyderabads

Police Commissioner for a day
The10-year-old
terminally-ill
Sadiq takes
guard of honor
prior to
occupying the
Commissioner of
Police chair in
Hyderabad
on16th Oct, 2014

Terrorist Attack in 2008

(Taj Mahal Hotel)

Service Employees
They are the service
They are the firm in the customers
eyes
They are marketers
Importance is evident in
The Services Marketing Mix (People)
The Service-Profit Chain
The Services Triangle

Service Employees
Who are they?
boundary spanners

What are these jobs like?

emotional labor
many sources of potential conflict

person/role
organization/client
interclient
quality/productivity

Service Culture
A culture where an appreciation for
good service exists, and where giving
good service to internal as well as
ultimate, external customers, is
considered a natural way of life and one
of the most important norms by
everyone in the organization.

Boundary Spanners Interact

with Both Internal
and External Constituents

External Environment

Internal Environment

Human Resource Strategies for Closing GAP 3

Hire for
Service
Competencies
and Service
Inclination

Me
as
Re ure a
w
Str ard nd
o
S
n
Pr ervic g
ov
ide e
rs

Hire the
Right People
Develop
People to
Deliver
Service
Quality

e
lu d s i n
Inc ee
y
plo e
s
Em th any
mp n
Co Visio

P
Te rom
am ot
wo e
rk

Retain the
Best
People

Customeroriented
Service
Delivery

Provide
Needed Support
Systems

De
Se velo
or rvic p
i
e
Int ente Pr ern d
oc
es al
se
s

Provide
Supportive
Technology
and
Equipment

Empower
Employees

Treat
Employees
as
Customers

B
Pr e t
E m e f e he
pl rred
oy
er

r
fo and
ain l
Tr nica tive
ch rac
Te nte kills
I S

r
fo
t
pe es
m B le
Co the op
Pe
te

re
su al
a
Me tern e
In rvic y
Se alit
Qu

Thank You