Online from: 2011
Information: About this Collection
|Title:||Finding, training, and keeping best service workers|
|Author(s):||Martin Dandira (Lecturer, Business Management and Entrepreneurship, Chinhoyi University of Technology, Gweru, Zimbabwe)|
|Citation:||Martin Dandira, "Finding, training, and keeping best service workers", Emerald Emerging Markets Case Studies Collection, (2012)|
|Keywords:||Customer, Customer orientation, Guest service associate, Organizational behaviour, Psychology, Redesign, Retail workers, Tourism management, Zimbabwe|
|Article type:||Case study|
|DOI:||10.1108/20450621211256256 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
|Acknowledgements:||Disclaimer. This case is written solely for educational purposes and is not intended to represent successful or unsuccessful managerial decision making. The author/s may have disguised names; financial and other recognizable information to protect confidentiality.|
Title – Finding, training, and keeping best service workers.
Subject area – Organisational behaviour, business reengineering and management of change, human resources management.
Study level/applicability – This case study is intended for undergraduate and post-graduate management degrees. It includes courses on organizational behaviour, human resources management, marketing, business management, travel and tourism and strategic management.
Case overview – Zim-Zum Welcome Hotel is a hotel in Zimbabwe in the travel and tourism sector. It was facing high turnover of employees and this was affecting the business through continuous hiring and training. The organization decided to introduce changes completely changing the way it does things, focusing on satisfying employees as well as customers. The new approach yielded favourable results, labour turnover dropped significantly and business improved greatly. In an effort to improve service, and increase profit, Zim-Zum has begun radically changing the way it hires, trains and deploys frontline workers. Management also examined how waiters and waitress do their job and concluded that there was supposed to be a division of labour between them and culinary staff. Management of Zim-Zum believe that companies that excel at managing frontline workers understand that excellent service is more than just a transaction.
Expected learning outcomes – Students can focus on: the importance of redesigning work so that superior service satisfies both the employee and the customer; human resources management is an important factor in improving employee performance and business performance; the importance of external and internal customers in improving company performance.
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