Having in mind the building blocks of service quality, this example shows the responsiveness block.
Which of the following building blocks of service quality?
- Vroom's expectancy theory of motivation is based upon the fact that employees will be motivated to achieve their targets and goals only when they know, doing so would lead to prospect of earning rewards and incentives.
- Vroom related employee performance with various factors such as their skills, demeanor, knowledge and personal experiences.
- The rewards and incentives serve as a driving force to an employee's performance and efficiency.
- Expectancy refers to a belief that increased performance and hard work leads to better efficiency.
- An employee chooses from available set of alternatives with a purpose to maximize his/her pleasure and comfort undergoing minimum pain.
- In the given case, the company rewards their top performing individuals by letting them devise their rewards so as to serve as means to employee motivation as well as those rewards being valued by them. The company uses expectancy theory of motivation.
- It represents the eagerness of the company to proactively improve service according to customers' needs. In other words, it relates to how much the company is willing to help its customers or react to their potential inquiries for improvement.
- Besides offering the basic service, Marriott Hotels carefully analyses the data that would help the company better cater to their customer base in the future.
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