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Chapter 14 ( Managing People )

Chapter 14 ( Managing People ). By: Ian McCulley & Ryan Bloom. Summary. This chapter examines the role that the human factor plays in retail firms. Retailing is composed of employees and customers (both are critical to carry out a successful retail strategy).

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Chapter 14 ( Managing People )

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  1. Chapter 14(Managing People) By: Ian McCulley & Ryan Bloom

  2. Summary • This chapter examines the role that the human factor plays in retail firms. • Retailing is composed of employees and customers (both are critical to carry out a successful retail strategy). • Retailers must recruit the right employees and customers in order for the company to achieve profitable returns. • Servant Leadership- An employees recognition that their primary responsibility is to be of service to others. • Empowerment- Will occur when employees are given the power in their jobs to do the things necessary to satisfy and make things right for the customer. • Customer relationship management (CRM)- Is composed of an integrated information system where the fundamental unit of data collection is the customer, supplemented by relevant information about the customer.

  3. Summary cont… • Employer selection process: • Screening and selection of employees. • Application form • Personal interview • Testing • References

  4. Employment theories • Motivation- The drive that a person has to excel at a certain activity. • Content theories- “What motivates an individual to behave?” • Process theories- “How can I motivate an individual?” • Hierarchy of needs model- Theorizes that the individuals have lower-level physiological and safety and security needs, which are first satisfied before higher-level needs of belongings or social esteem and self-actualization are perused. • Theory X- Theory of management that views employees as unreliable and thus must be more closely supervised and controlled. • Theory Y- Theory of management that views employees as self-reliant and enjoy working for their company.

  5. Mercer Article • Mercer is a company that deals with HR • The article was about a survey studying how committed employees were to their company • Mercer found that employees are more content than they were in recent years and more confident in their company • Employees are now more likely to stay at their current job • These figures are helpful to businesses because they can differentiate themselves from other businesses with better employees

  6. Reasons for the Findings • Employees’ confidence in the future of the company • Employees’ confidence in achieving their goals and the company’s success • Satisfaction with what they do • Opportunities for challenging work and continuous learning • Has to do with keeping employees motivated and making them feel compensated for their work - from the book. • Job Enrichment- the process of enhancing the core job characteristics of employees to improve their motivation, productivity, and job satisfaction. This theory is why companies like Mercer focus so much on HR; happy employees make companies stronger.

  7. Questions? No…..ok!!!

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