1、ninth editionSTEPHEN P. ROBBINSMARY COULTER 2007 Prentice Hall, Inc. All rights reserved. 182 2007 Prentice Hall, Inc. All rights reserved. 183 2007 Prentice Hall, Inc. All rights reserved. 184 2007 Prentice Hall, Inc. All rights reserved. 185 2007 Prentice Hall, Inc. All rights reserved. 186 2007 P

2、rentice Hall, Inc. All rights reserved. 187 2007 Prentice Hall, Inc. All rights reserved. 188 2007 Prentice Hall, Inc. All rights reserved. 189 2007 Prentice Hall, Inc. All rights reserved. 1810 2007 Prentice Hall, Inc. All rights reserved. 18111812 奉行奉行“質量優良、服務周到、清潔衛生、質量優良、服務周到、清潔衛生、價格合理價格合理”宗旨的美國著

3、名的麥當勞公司，宗旨的美國著名的麥當勞公司，為確保其經營宗旨得到貫徹，制訂了可度量為確保其經營宗旨得到貫徹，制訂了可度量的如下幾條工作標準：的如下幾條工作標準： 9595以上的顧客進餐館后三分鐘內，服以上的顧客進餐館后三分鐘內，服務員必須迎上前去接待顧客；務員必須迎上前去接待顧客； 事先準備好的漢堡包必須在五分鐘內熱事先準備好的漢堡包必須在五分鐘內熱好供應顧客；好供應顧客； 服務員必須在就餐人離開后五分鐘內把服務員必須在就餐人離開后五分鐘內把餐桌打掃干凈。餐桌打掃干凈。 2007 Prentice Hall, Inc. All rights reserved. 1813 2007 Prenti

4、ce Hall, Inc. All rights reserved. 1814 2007 Prentice Hall, Inc. All rights reserved. 1815 2007 Prentice Hall, Inc. All rights reserved. 1816 2007 Prentice Hall, Inc. All rights reserved. 1817 2007 Prentice Hall, Inc. All rights reserved. 1818 2007 Prentice Hall, Inc. All rights reserved. 1819 2007

5、Prentice Hall, Inc. All rights reserved. 1820 2007 Prentice Hall, Inc. All rights reserved. 1821 2007 Prentice Hall, Inc. All rights reserved. 1822 2007 Prentice Hall, Inc. All rights reserved. 1823 2007 Prentice Hall, Inc. All rights reserved. 1824 2007 Prentice Hall, Inc. All rights reserved. 1825

6、 2007 Prentice Hall, Inc. All rights reserved. 1826 2007 Prentice Hall, Inc. All rights reserved. 1827 2007 Prentice Hall, Inc. All rights reserved. 1828 2007 Prentice Hall, Inc. All rights reserved. 1829183018311832 2007 Prentice Hall, Inc. All rights reserved. 1833 2007 Prentice Hall, Inc. All rig

7、hts reserved. 1834 2007 Prentice Hall, Inc. All rights reserved. 1835 2007 Prentice Hall, Inc. All rights reserved. 1836 2007 Prentice Hall, Inc. All rights reserved. 1837 2007 Prentice Hall, Inc. All rights reserved. 1838 2007 Prentice Hall, Inc. All rights reserved. 1839 2007 Prentice Hall, Inc. A

8、ll rights reserved. 1840 2007 Prentice Hall, Inc. All rights reserved. 1841 2007 Prentice Hall, Inc. All rights reserved. 1842 2007 Prentice Hall, Inc. All rights reserved. 1843 2007 Prentice Hall, Inc. All rights reserved. 1844 2007 Prentice Hall, Inc. All rights reserved. 1845 2007 Prentice Hall,

9、Inc. All rights reserved. 1846 2007 Prentice Hall, Inc. All rights reserved. 1847 2007 Prentice Hall, Inc. All rights reserved. 1848Source: American Management Association/ePolicy Institute Research, “2005 Electronic Monitoring & Surveillance Survey,” American Management Association. 2007 Prentice H

10、all, Inc. All rights reserved. 1849Sources: Based on A.H. Bell and D.M. Smith. “Protecting the Company Against Theft and Fraud,” Workforce Online () December 3, 2000; J.D. Hansen. “To Catch a Thief,” Journal of Accountancy, March 2000, pp. 4346; and J. Greenberg, “The Cognitive Geometry of Employee

11、Theft,” in Dysfunctional Behavior in Organizations: Nonviolent and Deviant Behavior, eds. S.B. Bacharach, A. OLeary-Kelly, J.M. Collins, and R.W. Griffin (Stamford, CT: JAI Press, 1998), pp. 14793. 2007 Prentice Hall, Inc. All rights reserved. 1850目睹喊叫或謾罵目睹喊叫或謾罵42%對自己同事喊叫對自己同事喊叫29%為與工作有關的事情而哭泣為與工作有關

12、的事情而哭泣23%看到有人故意毀壞機器或家具看到有人故意毀壞機器或家具14%親眼看見有人在工作場所大家親眼看見有人在工作場所大家10%毆打同事毆打同事2%Source: Integra Realty Resources, October-November Survey of Adults 18 and Over, in “Desk Rage.” BusinessWeek, November 20, 2000, p. 12. 2007 Prentice Hall, Inc. All rights reserved. 1851Sources: Based on M. Gorkin, “Five S

13、trategies and Structures for Reducing Workplace Violence,” Workforce Online (). December 3, 2000; “Investigating Workplace Violence: Where Do You Start?” Workforce Online (), December 3, 2000; “Ten Tips on Recognizing and Minimizing Violence,” Workforce Online (), December 3, 2000; and “Points to Co

14、ver in a Workplace Violence Policy,” Workforce Online (), December 3, 2000. 2007 Prentice Hall, Inc. All rights reserved. 1852 2007 Prentice Hall, Inc. All rights reserved. 1853Source: Adapted and reprinted by permission of Harvard Business Review. An exhibit from “Putting the Service Profit Chain to Work,” by J. L. Heskett, T. O. Jones, G. W. Loveman, W. E. Sasser, Jr., and L. A. Schlesinger. MarchApril 1994: 166. Copyright (c) by the Presi