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2nd Edition
Instructor Supplements
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15
Chapter 15 Outline
15.1
15.2
15.3
15.4
15.5
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15.1
The Service Profit Chain
15.1
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15.2
Integrating Marketing, Operations and Human
Resources
15.2
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Marketing Function
Target right customers and build relationships
Offer solutions that meet their needs
Define quality package with competitive advantage
Operations Function
Create, deliver specified service to target customers
Adhere to consistent quality standards
Achieve high productivity to ensure acceptable costs
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15.3
Creating a Leading Service Organization
15.3
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Service Losers
Bottom of the barrel from both customer and managerial
perspectives
Customers patronize them because there is no viable alternative
New technology introduced only under duress; uncaring
workforce
Service Nonentities
Dominated by a traditional operations mindset
Unsophisticated marketing strategies
Consumers neither seek out nor avoid them
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Service Leaders
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15.4
Leadership, Organizational Culture, and Climate
15.4
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Organizational culture:
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Organizational climate
The tangible surface layer on top of the organizations underlying
culture
Factors of influence:
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15.5
Leadership in the Future
15.5
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Service
Service
Service
Service
losers
nonentitites
professionals
leaders
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Leadership in the future does not just lie in one person. It relies on
collective genius. Leaders of the future are not afraid of sharing
power with others
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