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Management Know-how

In: Emotional Power im Service

Author

Listed:
  • Susanne Beckmann

    (TOP PERFORM)

  • Ralph Lange

    (TOP PERFORM)

Abstract

Zusammenfassung Die sehr zahlengetriebene Servicewelt leidet häufig unter chronischen Stresssymptomen – oft verbunden mit hohen Krankenständen und teilweise hoher Fluktuation. Jedenfalls wird Servicearbeit als anstrengender und unattraktiver empfunden als andere Jobs. Ein Grund dafür ist die nahezu flächendeckend verbreitete Unterschätzung, Fehlinterpretation oder gar Missachtung zentraler Ressourcen für exzellenten Service: Wertschätzung, Empathie, Humor sowie die Förderung individueller Talente und die Etablierung von neuem Lernen. Wir zeigen in diesem Kapitel, was unter den Begriffen zu verstehen ist und wie das Management sie zum Wohle der Kunden, der Mitarbeiter und des Unternehmens nutzen kann. Und es geht um das Wissen, das Führungskräfte brauchen, um Emotional Power im Service erfolgreich umzusetzen und um ihre neuen Rollen zu gestalten.

Suggested Citation

  • Susanne Beckmann & Ralph Lange, 2024. "Management Know-how," Springer Books, in: Emotional Power im Service, chapter 0, pages 161-203, Springer.
    • Handle: RePEc:spr:sprchp:978-3-658-43008-5_5
    DOI: 10.1007/978-3-658-43008-5_5
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