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| Author: | Barbee, C. Bott, V. |
| Title: | Customer treatment as a mirror of employee treatment |
| Journal: | Advanced Management Journal
1991 : SPRING, VOL. 56:2, p. 27-32 |
| Index terms: | SERVICE INDUSTRIES PARTICIPATORY MANAGEMENT CUSTOMERS EMPLOYEES CONSUMER SATISFACTION ORGANIZATIONAL COMMITMENT |
| Language: | eng |
| Abstract: | Service industries lag the manufacturing sector in applying management techniques, such as quality control circles, to encourage high quality results from employees. Case studies in the hospitality/hotel industry show that employees will pass along to customers the treatment they receive from management. Therefore, it behoves management to find and implement strategies that raise employee morale, commitment, and enthusiasm for their jobs. Some considerations which are key to effective measurement of customer satisfaction are offered. Some important participative management tools are discussed: reinforcement of corporate culture for each employee, empowerment, motivation, communication, career development, quality circles. |
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