2. Chapter 12 Employees’ Roles in Service Delivery Employees Are the Service and the Brand. Service employees and human resource practices that facilitate delivery of quality sevices.
11. Provideneeded supportsystems Hire theright people Retain thebestpeople Developpeople todeliverservicequality Hire for service competencies and service inclination Compete for the best people Measure and reward strong service performers Treat employees as customers Include employees in the company’s vision Develop service-oriented internal processes Provide supportive technology and equipment Measure internal service quality Promote teamwork Empower employees Train for technical and interactive skills Be the preferred employer
18. Provide needed support systems Hire the right people Retain the best people Develop people to deliver service quality Hire for service competencies and service inclination Compete for the best people Measure and reward strong service performers Treat employees as customers Include employees in the company’s vision Develop service-oriented internal processes Provide supportive technology and equipment Measure internal service quality Promote teamwork Empower employees Train for technical and interactive skills Be the preferred employer