소개글
[서비스 마케팅] Case 3 - Dr. Beckett`s Dental Office(영문)에 대한 자료입니다.
목차
1.Service Personnel: Source of Customer Loyalty and Competitive Advantage
2.Frontline work is difficult and stressful
3.Dr. Beckett’s Cycle of Success (1)
4.Dr. Beckett’s Cycle of Success (2)
5.The Wheel of Successful HR in dental clinic
6.Recruitment(1)
7.Recruitment(2)
8.Levels of staff involvement- High involvement-
9.Build High- Performance service delivery teams(1)
10.Build High- Performance service delivery teams(2)
본문내용
-only dentist : dr.Beckett
Staff member by job function
-front office (boundary spanner)
receptionist, secretarial tasks(one employee)
Financial, budgeting work(one employee)
-back office
hygienists(two employees)
Chair side assistants(three employees)
-althrough Dr.Beckett enjoyed her work, she admitted it could be difficult to maintain a positive attitude.
“walking on eggshells”
“I really hate going to the dentist – it’s not you, but I just done want to be here.”
Involving the staff in decision-making process and empowering the staff gave them incentive to improve service quality
Gave opportunities to update their skills
Attractive compensation
Happier in their work
Provide higher quality, customer-pleasing service