search query: @indexterm SERVICE MANAGEMENT / total: 228
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| Author: | Bell, Ch. Zemke, R. |
| Title: | Coaching for distinctive service |
| Journal: | Management Review
1989 : MAY, VOL. 78:5, p. 27-30 |
| Index terms: | SERVICE SERVICE STATIONS SERVICE MANAGEMENT SERVICE INDUSTRIES |
| Language: | eng |
| Abstract: | When customers evaluate service quality, the product delivery process is often just as important as the actual product itself. Service managers must manage not only the outcome, but the delivery process as well. The necessity of a new management orientation is emphasized. The role of a service manager is compared with the role of a coach. Superior service coaches take an overall service strategy and help service staff translate that into measurable goals. Furthermore the service coach as a performance analyst is characterized. Several considerations are provided in connection with the following issues: role-person match; task clarity; task priority; competence; obstacles; reward for poor or average service performance; performance feedback. |
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