Theory Meets Practice
The theory of employees and customer relationships:
An important element of building a loyal customer relationship is the ability to retain loyal staff. Long-term employees understand the company systems and their customers. Social bonds are built over time, which in turn, form a foundation of trust that is so vital to the customer-firm relationship.
Outstanding performances by staff members should be acknowledged and rewarded by management.
The service climate of a firm is how employees perceive management's policies, practices and procedures that promote, support and facilitate a climate where service is expected and rewarded in the organisation.
Research has shown that human resource practices that conduct the creation of a service climate increase job satisfaction and commitment of employees and this leads to customer-oriented behaviours and ultimately customer satisfaction.
The practice:
JANA Wendt has joined Channel 7 just 10 days after walking out of Channel 9 with a rumoured million-dollar payout.
Wendt, who fell out with Nine after it decided to dump her as host of Sunday and replace her with Ellen Fanning and Ross Greenwood, will on Sunday appear on Seven's big-budget show to celebrate the 50th anniversary of TV...
...Wendt left Nine less than a year into a three-year contract worth $1.8 million.
No wonder Nine is concerned about ratings and revenue, the transition from a tightly helmed network at the hands of Kerry Packer to the flamboyant football-mad Eddie Maguire has not run smoothly.
posted by BCM-online at 3:24 pm
1 Comments:
A lot of companies seem to forget that their employees are their greatest asset.
Companies also seem to not notice the political gameplaying that is allowed to propagate in various offices where once-dedicated employees are now feeling kicked aside because they acted with integrity yet are displaced by those who are ignoring the focus of the company in favour of their own hunger for power.
Many businesses have policies that make clear the bahaviour expected from employees but I've never seen any policy that will deal with intentional subterfuge in order to bring disharmony into the workplace (which *does* reflect in the standard of work of employees - increased sick days, etc etc).
Maybe a few more company policies could include a 'Treason' clause? One where the behaviour of middle management may be seen as detrimental to the running of the business and be treated just as harshly or worse than an employee who mistreats customers.
Bad managers are many but good employees seem to be few thanks to the former.
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