Site Loader
Rock Street, San Francisco

Customer Service Control As service work has continued to grow the need for control over the exchange between employee and customer has also increased (Sturdy, 2001). Aligned to this is the belief by management that employee interactions require close supervision to achieve consistent service quality (Tyler and Taylor, 2001). It is widely understood in the business literature that control is a fundamental management activity, thus it continues to be a central theme of organizational theory (Anderson and Oliver, 1987). The typical assumption of control theory is that an employee would not deliver the expected performance and achieve the desired organizational outcomes unless controls were established (Hartlines et al., 2000). Although there are a number of definitions of management control, they all contain common elements, and in their broadest sense state that management control is the process used to influence employee behavior to achieve organizational objectives (Anthony and Govindarajan, 2007). Thus, organizations required the cooperation of employees to meet company objectives. The problems with cooperation between parties are that they often have different goals and their efforts are not united. It is therefore suggested that aligning employee and organizational goals is a central control strategy (Ehrhart, 2006). Subsequently, a strategic decision for mangers is to decide how they wish employees to behave and then create the necessary environment for them to act in the desired way (Simons, 2005). Understanding the nature of people and what motivated them to behave appropriately and comply with organizational objective is an important aspect of establishing management control.Simons (2005) provides discussion on human nature from the two distinct viewpoints of economists and sociologists.  The economist view of employee motivation is based on the functioning of economic markets and assumes that employees act in their own self-interest motivated by increasing their financial well-being.   Customer Service as a Promotional Tool in the Hospitality Industry The term promotion means the process of communication between companies and customers in order to create positive attitudes about products and services that lead to their favor in the process of buying in the market. It is a permanent process of communication between the company and existing and potential customers. Promotion is the most defined as a process of mass communication with customers to increase sales of products or services. Promotion covers all the instruments of communication that a message can be transmitted to the target group of consumers (Novak, 2011). The promotional activities include: advertising, promotion, advancement (promotion) sales, personal selling and promotional activities publicity. Promotions also include the public relations and limit promotional activities, such as: service, design and packaging.Sales promotion, brand image, brand trust , physical location of the restaurant , product and service quality, physical atmosphere or design and pricing are all forms promotions in the food industry (Muhammad, 2013).According to Nyakinama (2005) the underlying truth behind this statement is recognizing that customers are the life blood for any business. Understanding the importance of good customer service is, therefore essential for a healthy business in creating new customers, keeping loyal customers and developing referrals for future customers Excellent customers’ service is vitally important in promoting the business. It is the first point of contact between, the client and business representative or staff. It is the first opportunity an establishment gets to amaze and create a lasting impression. For the customer to return, a need to deliver what was promised is paramount and perfect if it can exceed expectation where possible (Muhammad, 2013). 

Post Author: admin


I'm Dora!

Would you like to get a custom essay? How about receiving a customized one?

Check it out