what are the key barriers for firms to break the cycle of failure and move into the cycle of success ? how should an organization trapped in the cycle of mediocrity proceed?
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This cycle produces indifferent attitudes toward customers and poor service, which translate into poor perceptions of service by the customer and lower sales. Customer dissatisfaction fuels further decreases in employee satisfaction, thus encouraging turnover. High turnover further deteriorates service, particularly where the continuity of the customer-servicer relationship is important. With the departure of each frontline employee comes the arrival of another who, at best, is just as inept. Or in tight labor markets, the customer is often greeted by a help wanted sign and an empty server position.
This self-perpetuating “cycle of failure” seems to ensure continuing deterioration of service quality, managerial headaches, and long-term decreases in sales and profits (see Figure 1). When there is an abundance of “cheap” labor, such a cycle may seem acceptable. But as we enter an era of slowed labor market growth, dramatic increases in the demand for service workers, tightened immigration policies, and increasing consumer demands for improved service, the business consequences of the cycle are increasingly untenable.
The cycle of failure also has significant
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