دانلود رایگان مقاله لاتین مدیریت زمان اختتامیه به منظور پیشرفت مدیر و کارمند از سایت الزویر
عنوان فارسی مقاله:
مدیریت زمان اختتامیه به منظور ارتقاء مدیر، کارمند، و رضایت مشتری
عنوان انگلیسی مقاله:
Managing closing time to enhance manager, employee, and customer satisfaction
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بخشی از مقاله انگلیسی :
It bugs the living daylights out of me when a restaurant says it is open until 10 p.m. and I come in at 9:30 and am told the kitchen is closing and has a limited selection or has already closed. — Restaurant customer Shoppers and employees do not always see eye to eye about what the posted closing time means. The customer may believe the closing time represents the last minute a shopper is allowed into the store. One shopper says, ‘‘If you look at the sign on the door, it gives a time of 6 p.m. as closing time, so this is the latest time of entry,’’ asserting his belief that the time stated on the sign is not the time he needs to leave the store, but rather the latest he can enter into the store. Customers may take the issuance of closing time cues more personally when there is more ambiguity about closing time, as is often the 218 S.M. Noble et al. case in a restaurant context. For example, is closing time the lasttime a customer can be seated, served, or finish and pay fortheir meal? As a result, customers may attribute the behaviors to an individual’s decision versus corporate policy, which can increase the likelihood the customerretaliatesin a way that could hurt store profitability. Smaller businesses and individually owned nonchain stores must be extra careful of the last minute shopper, especially for their loyal customers. For example, one man was going on a market trip Sunday and planned to pick up two suits from the cleaners on Saturday afternoon. Knowing the cleaners closed at 5:30, he left his business early in what he thought was time enough to get there. Slow moving traffic caused him to arrive at 5:40. The door was locked but he felt he was in luck when he saw the owner’s car in the driveway and someone moving in the back of the shop. Though he kept loudly knocking on the door and calling to the owner, there was no response. He made the market trip without those suits, vowing never to trade with that cleaners again. In other words, he attributed the lack of service to the owner’s decision not to breach the posted closing time, and he boycotts the business as a result of this decision. Employees, however, may see a different meaning of closing time. They believe the posted time is the last transaction time and shoppers should not be in the store after this. One grocery store employee said: When it was closing time, all the staff used to vanish so the manager wouldn’t see them and then they could clock out. . . .It used to annoy me as some staff could go, but others had to wait behind forthe customerto check out. They still wandered around even though they were told we were closed and they needed to go to the checkouts. In the end, sometimes we had to escort them to the checkouts and they moaned at us!
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