Service firms must remember the way they handle their employees is just how those workers will, in turn, handle customers. As such, taking good care of frontline personnel must be a top management concern. One way that service workers can be revealed they are valued members of the organization entails the implementation of organized and thoughtful livelihood development systems, initiatives which help increase workers' job satisfaction and feelings of empowerment in their customer-facing functions.
Before they can become excited about fulfilling with the needs of their customers, employees must feel that their own needs are being met within the organization. In this regard, business investment in frontline employee career development programs will be money they are effective at reducing employee turnover and increasing loyalty, customer satisfaction, and profitability. This article provides a conceptual model of career development which should prove useful to service managers in assessing their own career development efforts.
PUBLICATION DATE: May 15, 2009 PRODUCT #: BH331-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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