Managing People

 Since a services organization does not sell a tangible product,  the manner in which the service is delivered becomes critical to the  value perception of the consumer. The person delivering the service is  frequently called the “frontline employee” and experiences unique  challenges. Because of these unique challenges, managing a frontline  employee requires specific activities. Identify a minimum of three  specific activities an organization can implement to manage its valuable  frontline employee and determine the effectiveness of the activities.