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Human Resources and Intro to stats

Motivation theory: McClelland's theory of learned needs The need for achievement, power and affiliation
Tools for selection the right employee Letter of recommendation Application forms Hand writing analysis Personality tests Ability tests Drug test Background test (Police record)
The three steps during a performance appraisal Identification (Type of work, tasks, duties) Measurement (Judgment based on a rating scale) Management (Coaching towards a higher level of performance)
Motivation theory: Vroom's Expectancy Model Effort leads to performance Performance leads to an outcome Outcome leads to personal goals
Explain the gaps in the gap model Gap 1: The knowledge gap Gap 2: The policy gap Gap 3: The delivery gap Gap 4: The communication gap Gap 5: The customer gap
Motivation theory: Locke's goal setting theory Set clear goals Set challenging goals Set achievable goals
Motivation theory: Maslow's hierachy of needs Physiological Security Affiliation Esteem Self-Actualization
The differences between goods and services Heterogeneity Intangibility Perishability (Simultaneous consumption and production) Perishability
The basic models for compensation Distributive justice model (internal) Labor market model (External)
Motivation theory: Adam's Equity Theory Fairness affect work attitude and behavior. Good input leads to good output
The service recovery definition The actions taken by management in response to the service failure
Needs and expectations of work (from employee's perspective) Extrinsic (Tangible benefits) Intrinsic (Psychological rewards) Social (Being with other people)
Sources of recruiting Referalls from former and current employees Advertisement Employment agencies College recruiting
The five dimensions of service quality Reliability Assurance Tangibles Empathy Responsiveness
On what premises can you dismiss an employee? Mutual agreements Unilateral (from one side) Ordinary (result of incapability) Rescindment of contract
Performance appraisal process Plan - Develop - Perform - Assess - Review
Measurement tools in the performance appraisal Relative judgment Absolue judgment
Challenges for an effective performance appraisal Rater errors and bias: Restriction effect Halo effect Range effect
Elements of a base compensation system Base compensation Pay incentives Benefits
Explain the steps in the fish trap model Defining the problem - Forming an image - Forming an opinion - Making a decision
The marketing mix (extended) People Promotion Place Price People Physical evidence Process
Basic motivation process Direction of behavior Intensity of behavior Persistence
For which purposes do we use perfomance appraisals? Administrative purposes (basis for promotion, termination etc) Development purposes (Feedback, training etc)
Steps to follow during complaint handling Let guest blow out steam Show understanding Reflection of feelings Paraphrasing Use of silence Find the practical aspect of complaint
Sources for recruiting Non-traditional External vs internal candidates Recruiting protected classes (women, minorities)
3 basis components of the job analysis Task Duties Responsibilities
Types of contracts for an employee Limited Unlimited On-call Temp. agencies Free lancer Apprentice
Motivation theory: Hackman & Oldham Skills variety Task identity Task significance Autonomy Feedback
Steps in the career development Mentoring - Coaching - Job rotation - Tuition
Methods for getting the information in the job analysis Interviews Diaries Questionaires Observation
Elements in a job description Identification (Job title, location) Job specification (Duties) Job summary (skills, abilities)
360 degrees feedback concerns Self Peers Managers Subordinates Customers
What is job enlargement? Horizontal expansion of a job to provide variety for the individual
Disadvantages of job simplification Monotonous tasks, boring and repetitive leading to: Absenteeism Higher turnover Carelessness Sabotage
What is job simplification? Breaking down a job in to simpler constituent elements
The steps in the hiring process Recruiting Selection Socialization
The discipline process Identify that work is not done properly Performance plan Oral disciplin Written disciplin Termination
The motivation formula Perfomance = Ability x Motivation
Motivation theory: The Herzberg two factor theory Hygiene factors (Avoids dissatisfaction) Motivation factors (Could lead to satisfaction)
Motivation theory: Alderfer's ERG Theory Existence needs Relatedness Growth
Service failure definition When service performance falls below guest expectation and leads to dissatisfaction
The satisfaction mirror The reflection of employees actions and the satisfaction of the customers
Created by: 613705245