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Dimensions of People Decisions :pencil2: (3: MANAGING CUSTOMERS (Managing…
Dimensions of People Decisions
:pencil2:
1: MANAGING EMPLOYEES
Types of service employees
Customer contact personnel
Support personnel
Employee issues
Recruitment & Selection
Motivational job characteristics
Remuneration, rewards & incentives
Empowerment
Leadership
Internal marketing
2: BALANCING EMPLOYEE & CUSTOMER ISSUES
Control
Control Strategy
Physical control
Control through expertise
Educating the customer
control through rewards
Control methods
Cognitive control
Behavioural control
Conflict & Stress
Types of conflict situations
Person/ role conflict
Organisation/ customer conflict
Inter-customer conflict
Strategies to reduce conflict & stress
Reducing role conflict
Reducing customer conflict
Reducing Inter-customer conflict
3: MANAGING CUSTOMERS
Managing uncooperative customers
Managing customer decision making process
post-purchase evaluation stages
Consumption stage
Pre-purchase phase
Managing customer waiting periods