Table of Contents
Dedication 3
Preface 4
Introduction 7
Service Employees are Extremely Important 11
Service Personnel as a Source of Customer Loyalty and Competitive
Advantage
The Frontline in Low-Contact Services
Frontline Work is Difficult and Stressful 17
Service Jobs are Boundary Spanning Positions
Sources of Role Conflict
Emotional Labor
Service Sweat Shops?
Cycles of Failure, Mediocrity and Success 23
The Cycle of Failure
The Cycle of Mediocrity
The Cycle of Success
Human Resource Management-How to Get it Right 31
Hire the Right People
Tools to Identify the Best Candidates
Train Services Employees Actively
Internal Communications to Shape the Service Culture and Behaviors
Empower the Frontline
When are High Levels of Empowerment Appropriate?
Build High-Performance Service-Delivery Teams
Integrate Teams Across Departments and Functional Areas
Motivate and Energize People
The Role of Labor Unions
Service Culture, Climate and Leadership 59
Building a Service-Oriented Culture
A Climate for Service
Qualities of Effective Leaders in Service Organizations
Leadership Styles, Focus on the Basics, and Role Modelling
Focusing the Entire Organization on the Frontline
Conclusion 67
Summary 69
Endnotes 75
About the Author 86
Acknowledgments 87