Floor Supervisor : Essential Personnel for Modern Organizations in the 21st Century
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Abstract
The industrial revolution of the 18th century led to mass production of goods, resulting in sales personnel playing a crucial role as intermediaries between buyers and products. Following World War II, intensified business competition brought about the integration of service concepts alongside product sales. In the 21st century, organizations face complex markets and diverse customer demands, creating the need for floor supervisor within modern organizations who focus on providing prompt customer service, creating satisfaction, and working with flexibility and agility. Floor Supervisor must therefore possess essential 21st century skills, including measurement and evaluation of work quality. The SERVQUAL tool is used to assess gaps between customer expectations and perceptions of service quality, enabling a deeper understanding of customer needs, a critical factor that organizations prioritize, as service quality directly influences customer value creation and satisfaction.
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References
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