EMPLOYEE MANAGEMENT AND CUSTOMER SERVICE IN THE RETAIL INDUSTRY 劳资关系 snb txt 网盘 pdf kindle 2025 lit 下载

Employee Management and Customer Service in the Retail Industry, by Gary Heil and Chris Thomas, attempts to combine the psychology of dealing with employees and customers with the practical realities of managing a retail business. Organized into ten chapters, this book loosely follows a retail manager’s natural progression from interviewing prospective employees, to hiring the right ones, paying them fairly, and keeping them happy on the job.

Preface

CHAPTER 1: HIRING GOOD PEOPLE

　The Job Description

　Finding Employees

　Interviewing Job Candidates

　Background Checks

　Selecting a Candidate

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 2: FEDERAL EMPLOYMENT LAWS

　Federal Wage-Related Laws

　Federal Health and Safety Laws

　Federal Benefits Laws

　Federal Antidiscrimination Laws

　Sexual Harassment and Wrongful Discharge

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 3: MANAGING PEOPLE EFFECTIVELY

　The Accountability Dilemma

　Cooperation vsCompetition

　Building Cooperation

　The Workplace “Caste System”

　Chapter Summary

　Discussion Questions

CHAPTER 4: MANAGING UNION EMPLOYEES

　A Brief History of Labor Unions

　Types of Unions

　The Grievance Process

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 5: EMPLOYEE BENEFITS

　A Bit of Benefits Background

　Health Care Coverage and Costs

　Guaranteed Income Plans

　Other Types of Benefits

　Building in Maximum Flexibility

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 6: RETENTION AND MOTIVATION

　The Case for Employee Retention

　Structure Drives Behavior

　Why Workers Leave

　The Role of Change

　Learning From Goodbyes

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 7: BUILDING CORE VALUES

　Regaining Trust

　Retail-Specific Values

　Corporate Citizenship

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 8: MANAGING IN DIFFICULT SITUATIONS

　Drug Abuse in the Workplace

　Off-the-Clock Work

　The Smoke-Free Workplace

　Workplace Violence

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 9: CUSTOMER SERVICE AND RELATIONSHIP BUILDING

　Business as a Human Endeavor

　The Service-savvy Employee

　Ideas, Large and Small

　Changing the Service Mind-set

　Chapter Summary

　Discussion Questions

　Endnotes

CHAPTER 10: RETAIL TECHNOLOGY AND TRENDS

　Technology and Workplace Privacy

　Temporary Workers

　Free Speech and Blogging

　Competing with E-commerce

　Chapter Summary

　Discussion Questions

　Endnotes

Glossary

Index

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