Building the Bottom Line by Developing the Frontline: Career Development for Service Employees Harvard Case Solution & Analysis

Service companies need to remember that the way they treat their employees, how those employees, in turn, treat customers. Thus, the good care of the front staff to be the main concern of management. One way that officers can show that they are important members of the organization entails the implementation of a thoughtful and organized career development programs, initiatives that help increase employees job satisfaction and a sense of empowerment in their role with clients. Before they can become passionate about meeting the needs of its customers, employees need to feel that their own needs are met within the organization. In connection with this investment in a leading company employee career development programs will be money well spent: they can reduce turnover and increase customer satisfaction, loyalty and profitability. This article provides a conceptual model of career development, which should be useful to service managers to assess their own efforts in the field of career development. In addition, presented here is the basis for tying together many disparate areas of career development, which until now have been treated separately in the literature services. "Hide
by Donald W. Jackson, Jr., Nancy J. Sirianni Source: Business Horizons 9 pages. Publication Date: May 15, 2009. Prod. #: BH331-PDF-ENG

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