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EMPLOYEE MANAGEMENT AND CUSTOMER SERVICE IN THE RETAIL INDUSTRY 劳资关系书籍详细信息
- ISBN：9780471723240
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2005-08
- 页数：暂无页数
- 价格：615.70
- 纸张：胶版纸
- 装帧：平装
- 开本：暂无开本
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
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内容简介：
Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager’s natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.
书籍目录：
Preface
CHAPTER 1: HIRING GOOD PEOPLE
The Job Description
Finding Employees
Interviewing Job Candidates
Background Checks
Selecting a Candidate
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 2: FEDERAL EMPLOYMENT LAWS
Federal Wage-Related Laws
Federal Health and Safety Laws
Federal Benefits Laws
Federal Antidiscrimination Laws
Sexual Harassment and Wrongful Discharge
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 3: MANAGING PEOPLE EFFECTIVELY
The Accountability Dilemma
Cooperation vsCompetition
Building Cooperation
The Workplace “Caste System”
Chapter Summary
Discussion Questions
CHAPTER 4: MANAGING UNION EMPLOYEES
A Brief History of Labor Unions
Types of Unions
The Grievance Process
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 5: EMPLOYEE BENEFITS
A Bit of Benefits Background
Health Care Coverage and Costs
Guaranteed Income Plans
Other Types of Benefits
Building in Maximum Flexibility
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 6: RETENTION AND MOTIVATION
The Case for Employee Retention
Structure Drives Behavior
Why Workers Leave
The Role of Change
Learning From Goodbyes
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 7: BUILDING CORE VALUES
Regaining Trust
Retail-Specific Values
Corporate Citizenship
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 8: MANAGING IN DIFFICULT SITUATIONS
Drug Abuse in the Workplace
Off-the-Clock Work
The Smoke-Free Workplace
Workplace Violence
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 9: CUSTOMER SERVICE AND RELATIONSHIP BUILDING
Business as a Human Endeavor
The Service-savvy Employee
Ideas, Large and Small
Changing the Service Mind-set
Chapter Summary
Discussion Questions
Endnotes
CHAPTER 10: RETAIL TECHNOLOGY AND TRENDS
Technology and Workplace Privacy
Temporary Workers
Free Speech and Blogging
Competing with E-commerce
Chapter Summary
Discussion Questions
Endnotes
Glossary
Index
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