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SVCM C9- managing people (Cycle of failure (hire workers as cheaply as…
SVCM C9- managing people
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Cycle of failure
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simplified and routine, repetitive tasks
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narrow job design, emphasis on rules, use tech to control quality,low wages, minimal effort for training or selection.
emphasis on attracting new customers who become dissatisfied with employee performance, fail to develop loyalty and turnover as rapidly as staff
Cycle of success
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customers more likely to be loyal, appreciate continuity of r/s with employees
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internal marketing
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Internal newsletters, emails, magazines, online videos, private tv networks, intranets, face-to-face briefings
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