Canadian Human Resource Management A Strategic Approach 113th Canadian Edition Hermann Schwind, Hari Das, Terry Wagar - Solutions

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Understand the difference between productivity, efficiency, and effectiveness.
Define and measure service productivity.
Understand return on quality and determine the optimal level of reliability.
Select suitable tools to analyze service problems.
Be familiar with hard measures of service quality and control charts.
Describe key customer feedback collection tools.
Explain the common objectives of effective customer feedback systems.
Differentiate between hard and soft measures of service quality.
Demonstrate how to use the Gaps Model for diagnosing and
Be familiar with the different perspectives of service quality.
Explain the relationships between service quality, productivity, and profitability.
Be familiar with the seven groups of jaycustomers and understand how to manage them effectively.
Know when firms should not offer service guarantees.
Understand how to design effective service guarantees.
Recognize the power of service guarantees.
Be familiar with the guidelines for frontline employees on how to handle complaining customers and recover from a service failure.
Know the principles of effective service recovery systems.
Explain the service recovery paradox.
Understand how customers respond to effective service recovery.
Know what customers expect from the firm when they complain.
Understand why customers complain.
Recognize the actions that customers may take in response to service failures.
Understand the part played by CRM systems in delivering customized services and building loyalty.
Know why loyalty programs and customer relationship management (CRM) systems are important enablers of delivering loyalty strategies.
Understand what factors cause customers to switch to a competitor, and how to reduce such switching.
Appreciate the power of social, customization, and structural bonds in enhancing loyalty.
Understand the role of financial and non-financial loyalty rewards in enhancing customer loyalty.
Know how to deepen the relationship through cross-selling and bundling.
Understand the relationship between customer satisfaction and loyalty.
Use service tiering to manage the customer base and build loyalty.
Appreciate why it is so important for service firms to target the“right” customers.
Know the core strategies of the Wheel of Loyalty that explain how to develop a loyal customer base.
Understand why customers are loyal to a particular service firm.
Calculate the lifetime value (LTV) of a loyal customer.
Recognize the important role customer loyalty plays in driving a service firm’s profitability.
Understand different leadership styles, the importance of role modeling and focusing the entire organization on the frontline.
Explain the qualities of effective leaders in service organizations.
Know the difference between service climate and culture, and describe the determinants of a climate for service.
Understand what a service-oriented culture is.
Know how to motivate and energize service employees so that they will deliver service excellence and productivity.
Know how to integrate teams across departments and functional areas.
Explain how to build high-performance service delivery teams.
Understand why empowerment is so important in many frontline jobs.
Understand the role of internal marketing and communications.
Explain the key areas in which service employees need training.
Know how to attract, select, and hire the right people for service jobs.
Understand the key elements of the Service Talent Cycle of successful HR management in service firms.
Describe the cycles of failure, mediocrity, and success in HR for service firms.
Understand the factors that make the work of frontline staff so demanding and often difficult.
Explain why service employees are so important to the success of a firm.
Explain why designing an effective servicescape has to be done holistically and from the customer’s perspective.
Know how service employees and other customers are part of the servicescape.
Understand the roles of signs, symbols, and artifacts.
Determine the roles of spatial layout and functionality.
Discuss the key ambient conditions and their effects on customers.
Know the three main dimensions of the service environment.
Be familiar with the integrative servicescape model.
Know the theoretical foundation from environ-mental psychology that helps us understand how customers and employees respond to service environments.
Be familiar with strategic approaches to utilize residual surplus capacity even after all other options of matching demand and capacity have been exhausted.
Know how to use reservations systems to inventory demand.
Understand how customers perceive waits and how to make waiting less burdensome for them.
Know how to use waiting lines and queuing systems to inventory demand.
Understand how to use the marketing mix elements of price, product, place, and promotion to smooth out fluctuations in demand.
Be familiar with the five basic ways to manage demand.
Recognize that demand patterns vary by segment, so that segmentspecific variations in demand can be predicted.
Be familiar with the basic ways to manage capacity.
Understand what is meant by productive capacity in a service context.
Describe the building blocks of dealing with the problem of fluctuating demand.
Know the different demand–supply situations that fixed capacity firms may face.
Explain why designing an effective servicescape has to be done holistically and from the customer’s perspective.
Know how service employees and other customers are part of the servicescape.
Understand the roles of signs, symbols, and artifacts.
Determine the roles of spatial layout and functionality.
Discuss the key ambient conditions and their effects on customers.
Know the three main dimensions of the service environment.
Be familiar with the integrative servicescape model.
Know the theoretical foundation from environ-mental psychology that helps us understand how customers and employees respond to service environments.
Recognize the four core purposes service environments fulfill.
Know the importance of integrated marketing communications to deliver a strong brand identity.
Understand the role of corporate design in communications.
Appreciate ethical and consumer privacy-related issues in service marketing communications.
Understand when communications should take place (“When”), how to set budgets for service communications programs, and how to evaluate these programs.
Know the communications mix elements that originate from outside the firm.
Know the communications mix elements available via service delivery channels.
Describe how customers evaluate services and what determines their satisfaction.
Understand service quality, its dimensions and measurement, and how quality relates to customer loyalty.
Describe how customers evaluate services and what determines their satisfaction.
Since grievance procedures are found in most contracts, both managers and unions must want them. Explain why both managers and unions want grievance procedures.
If you were asked to explain why various types of people are on the employer’s bargaining team, what reasons would you give for (a) the company lawyer, (b) the director of industrial relations, (c) a wage and salary specialist, (d) a benefit specialist, and (e) the assistant plant manager?
In preparing to negotiate an agreement with a union, what types of information would you gather before arriving at the bargaining table?
What roles do labour relations boards serve in labour–management relations?
What distinguishes craft and industrial unions from each other?
In your own words, summarize the primary objectives of unions.
What penalty (if any) should Foster receive?
Make arguments for the union and for the employer.
What specific recommendations would you give Johnson? Are there any programs or initiatives that you would suggest?
Assume that you assigned to examine labour relations at the Travellers Inn. Review the material for Johnson, and briefly summarize your major findings.
What can PMT do to improve its safety practices and policies?
Would your response to Question 1 be different if Bonita had left the bus unattended to rescue a cat stuck in a tree? An elderly person crossing the road? Justify your response.
Is there just cause to dismiss Bonita? Explain your answer.

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Canadian Human Resource Management A Strategic Approach 113th Canadian Edition Hermann Schwind, Hari Das, Terry Wagar - Solutions

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