Key concept behind service profit chain is
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Internal Service Quality- which is the quality of treatment that employees
receive
High-order Needs
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-Relationships (belongingness, relatedness and affiliation)
- Challenges and accomplishments
-Influence (power)
Secondary Firms
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The firms in a strategic group that follow strategies related to but
somewhat different from those of the core firms
Contingency Approach
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Holds that there a no universal management theories and that the most
effective management theory or idea depends on the kinds of problems or
situations that managers are facing at a particular time and place
Core capabilities
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, The internal decision-making routines, problem- solving process, and
organizational cultures that determine how efficiently inputs can be turned
into outputs
What do standards do?
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-Enable goal achievement
-Listen to customers
-Benchmark other companies
Personality-based Integrity Test
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A written test that indirectly estimates job applicants honesty by measuring
psychological traits, such as dependability and conscientiousness
Job Description
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Written descriptions of the basic tasks, duties, and responsibilities required
of an employee holding a particular job
Give this one a try later!
Internal Service Quality- which is the quality of treatment that employees
receive
High-order Needs
,Give this one a try later!
-Relationships (belongingness, relatedness and affiliation)
- Challenges and accomplishments
-Influence (power)
Secondary Firms
Give this one a try later!
The firms in a strategic group that follow strategies related to but
somewhat different from those of the core firms
Contingency Approach
Give this one a try later!
Holds that there a no universal management theories and that the most
effective management theory or idea depends on the kinds of problems or
situations that managers are facing at a particular time and place
Core capabilities
Give this one a try later!
, The internal decision-making routines, problem- solving process, and
organizational cultures that determine how efficiently inputs can be turned
into outputs
What do standards do?
Give this one a try later!
-Enable goal achievement
-Listen to customers
-Benchmark other companies
Personality-based Integrity Test
Give this one a try later!
A written test that indirectly estimates job applicants honesty by measuring
psychological traits, such as dependability and conscientiousness
Job Description
Give this one a try later!
Written descriptions of the basic tasks, duties, and responsibilities required
of an employee holding a particular job
