Week 8 - People Management Flashcards
(28 cards)
What is meant by ‘emotional work’?
Working in services can be emotional for the employees as they often have to draw on their emotions as part of service guidelines
- Ability of front line staff to communicate the promises being given by the organisation
- Must exude enthusiasm
- They must have extroversion (be able to talk in front of people), be able to agree and adjust with/to customer demands
What are some examples od Disneys guidelines?
- Make eye contact and smile
- Greet and Welcome every guest
Who came up with the emotional labour theory?
Hochschild 1983, Surman and Sturdy, 2009
What does the emotional labour theory?
-It is a theory that says we as ourselves ‘How can I best serve the customer in this situation?’
It becomes an occupational norm that you are dealing with these consumers which then leads to customer satisfaction and profit. In order to do this you have to draw on emotional skills such as empathy, care etc
What is emotional theory made up of?
Service acting - e.g just got to smile in that moment, get over it quickly
Deep acting - When you have to think of a situation that puts you into a better mood which requires digging down into inner feelings, draw emotions to the feelings
What is meant by Disney a dark side…? e.g emotional burnout and emotional exhaustion
- Working their takes a high degree of emotional intelligence
- Emotional exhaustion is for example when they have to maintain a certain size yet they are going through this stress on minimum wage leading to emotional burnout
- Only 28% of Disneyland employees report having the same schedule every week.
What is emotional contagion theory?
This theory attempts to explain how emotions are transmitted between people
What does emotional contagion theory suggest?
It suggests that if your happy and smiling then the people around you will too, as your mood is contagious
What are the two types of people in emotional contagion theory? who created these?
Hatfield et al. 1994
Transmitters - Individuals who can easily transmit emotions e.g. the bubbly friend
Infection- prone ( Catchers ) - Individuals who can easily catch the emotion of another
- This is important when recruiting staff as you want the correct people in the correct roles
What are the four types of people that make up emotional contagious theory?Verbeke (1997, p. 622)
Charismatics - High capability to be infected and infect
Empathetics - Catch other emotions but aren’t easily able to infect others
Expansives - are able to infect other but have no empathy towards those that they are infecting
Brands - Unable to infect and aren’t infected by people around them
What is meant by Inseparability in regards to Customers?
- Customer are inseparable from staff and other customers
What are examples of C2C interactions ?
- Customers often ask for advice from other customers – rather than from staff.
- May provide a stabilizing influence that de-fuses customer dissatisfaction
- Customers can act as partial employees e.g customers
- Talking and interacting with other customers is part of the joy
- May be a contributing factor to ‘jaycustomer’ behavior
What is the stabilising effect of C2C conversations? and who suggested C2C interactions have this effect?
Harris and Baron (2004)
- Can have a stabilising effect as they reduce consumer anxiety e.g on a boat as they can talk to others and ask whats going on if they are anxious
- They supply social interaction
What are the customer management issues?
- Managing customer participation
- Managing customer waits
- Managing Jay customers and uncooperative customers
- Customer relationship management
What is the principle of managing customer participation?
Facilitating co-creation, they can’t do it for the consumer only facilitate it e.g via self service
-Increasing consumer participation in the service delivery process has become a popular strategy to increase the supply of service available
- By allowing consumers to co-produce, workers are freed to perform other duties
How do firms go about facilitating value-co creation onto their customers?
1) Develop trust
2) Promote the benefits and stimulate trial - Benefits include convenience, customisation and cost savings to the customer, getting the customer to be a partial employee
3) Understand customer habits - Important to remember that customers might like the dealing with a college
4) Teach consumers how to use service innovations - ensure they are facilitating the best way a consumer deals with the service
What are the 8 ways of managing consumer waits?
1) Unoccupied time feels longer than occupied time
2) Preprocess waits feel longer than in-process waits
3) Anxiety makes the wait seem longer
4) Uncertain waits are longer than known finite waits
5) Unexplained waits are longer than explained waits
6) Unfair waits are longer than equitable waits
7) The more valuable the service, the longer the customer will wait
8) Solo waits are longer than group waits
How are firms solving - Unoccupied time feels longer than occupied time?
They occupy the consumer e.g restaurants suggesting that customers wait in the lounge area and medical companies often offer reading materials
How do firms solve - Preprocess waits feel longer than in-process waits?
- The waiting period before a service starts feels longer than the actual serve so doctors have been known to put patients in empty examining rooms to convey the sense that the service has started
How do firms solve -Solo waits are longer than group waits
- Encourage customers to interact
What is a Jay customer?
- Undesirable customers
- Physical abusers
- Oral abusers
- Harris and Reynolds 2004
What are the 5 profiles of uncooperative customers?
1) Egocentric edgar - Belitles management, pushes in line to deal with them u appeal to their ego, demonstrate you do have the ability to perform the action
2) Bad-mouth Betty - Let you know what she thinks of you, the business etc you could ignore her langue, force the issue by hanging up or use selective agreement such as agreeing with her on selective issues
3) Hysterical Harold- is a screamer, angry if doesn’t get his way, let him vent, take responsibility for solving the problem, offer an apology
4) Dictatorial Dick - Likes to tell people exactly how to do their job. Break Up His Game (Fulfill His Request)
Stick With Your Game
Be Consistent With Customers
Tell Him What You Can Do For Him
5) Freeloading Freda - Wants is all for free, will push your returns policy to the limit. Biting you tongue and giving her what she wants, Don’t Let The 1% Dictate Action For The 99% Who Actually Have Problems
What has happened to technology and customer interaction
- Made it 24/7 access
- Enhanced the customer experience
- They are more comfortable than ever to use them but may often need help so videos are needed to help
- They can connect easily
What is a boundary spanning role?
- They link the organisation with the outside world as the communicate on a regular basis to customers and suppliers
- They spend the boundaries between their own department and colleagues and managers from different departments within the organisation
- Multiplicity of roles often results in service staff having to pursue both operational and marketing goals
- The various parts played by contact personnel who perform duel functions of interacting with the firms external environment and internal organisation
