Chapter 11. Managing People for Service Advantage
By the end of this chapter, the reader should be able to:
LO 1 Explain why service employees are so important to the success of a firm.
LO 2 Understand the factors that make the work of frontline staff so demanding and often difficult.
LO 3 Describe the cycles of failure, mediocrity, and success in HR for service firms.
LO 4 Understand the key elements of the Service Talent ...