Posts

Showing posts with the label staffing

Does Business Strategy Have an Impact on Work-Life Balance?

Work-life balance is a common HR program that attempts to balance the needs between work and home life. That balance can be difficult to find if one is working in the service industry, consistent overtime, or in a high pressure salaried positions. Taking time to find that balance will help ensure that employees maintain a well-rounded and productive life that takes into account the whole person. The strategy a company uses to manage their business may have an impact on their desire to implement their own work-life balance programs. A regular schedule can help people find a level of consistency that doesn’t occur if schedules are randomly changed every week. The unpredictability of work situations impacts work-life conflict, time-based conflict and strain-based conflict as measured through employee stress (Henly & Lambert, 2014). As schedules move around employees have difficulties planning activities from week to week.  Certain sectors of the labor market have more dif

Improving Service Delivery to Raise Customer Satisfaction

Image
Developing strong service management within organizations is not easy. Some customers may like a particular approach while others will leave to other opportunities. The researchers Sivakumar, et. al. (2014) studied service failures and surprises to develop a model incorporating prospect theory to encourage positive service impressions.   Their work will delve in to frequency of service failures/delights, timing of these failures/delights, proximity of failures/delights, and the sequence of failures/delights.  It is difficult to understand the totality of service if one is only focused on failures. To get a better picture of the patterns of service perceptions among customers it is beneficial to look at failures, success, and why these things are occurring. To know what the company is doing well and what it is failing at will provide better opportunities to enhance what works and minimize what doesn’t.  Their model is based off of prospect theory. Prospect theory explains