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Marketing Exam Study!

  • Power to make decisions that influence work procedures and organization

direction

  • Information about organization performance

  • Rewards based on organization performance, such as bonuses

  • Knowledge that enables employees to understand and contribute to

organizational performance

  • Empowerment can take at several levels:

    • Suggestion involvement empowers employees to make recommendations through formalized programs

  • Job involvement represents a dramatic opening up of job content

  • Jobs redesigned to allow employees to use a wider array of skills

  • High involvement gives even the lowest-level of employees a sense of

involvement in the company’s overall performance

How to identify the best candidates

  • Observe behaviour

    • o

      Hiring decision should be based on the behaviour that recruiters observe, not the words they hear

  • Conduct personality tests

    • o

      Willingness to treat customers and colleagues with courtesy, and consideration, and tat, perceptiveness of customer needs, and ability to communicate accurately and pleasantly are traits that can be measured

  • Its better to hire upbeat and happy people, because customers report higher satisfaction when being served by more satisfied staff

  • To improve hiring decisions, successful recruiters like to employ structured interview built around job requirements, and to use more than one interviewer

  • During the recruitment process, service companies should let candidates know the reality of the job, thereby giving them a change to “try on the job” and assess whether it’s a good fit or not

Unions

  • The power of organized labour is widely cited as an excuse for not adopting new

approaches in both service and manufacturing businesses

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