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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
25
Recognition and
Reward: Fueling
the Fires of
Service Success
Recognition drives the human engine.
—Leonard Berry
Texas A&M University
“Catch somebody doing something right today” is an admoni-
tion that succinctly captures years of managerial wisdom and
a ton of behavioral science research. It has special meaning
and import for the service management effort. If you want peo-
ple in your organization to think and act in customer-oriented
ways, seek out ways to catch them doing just that, and reward
and recognize them for making the effort.
It is a reasonable and rational guideline, a precept hard to
disagree with—and one more easily broken than kept. The
biggest problem, of course, is that in the modern service work-
place most managers seldom see more ...
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Publisher Resources

ISBN: 9780814473689