作者: John Ozment , Scott Keller
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摘要: It is commonly known that pay and regular hours are important to people in the workplace influence retention (Richard et al., 1995). However, these variables may not be directly influenced by a subordinate's immediate supervisor. What then can supervisors do promote factors other than time home consequently improve their firm's internal relationships employee retention? Retaining drivers primary dilemma facing motor carrier industry today. Traditionally, has focused on getting right product, place, at time, condition, etc. today it driver turnover presents carriers with greatest challenge. Some firms have reported rates exceeding 200 percent per year while costs replace train new ranges from $3,000 $12,000 (Ruriani, 1995; Ray, 1997; Isidore, 1996; Richard 1994a). Compounding problem, customer's perspective, company. Quite inherent service industries inability separate services provider. Simply put, front-line contact customer (Thompson, therefore becomes apparent could enhance competitive positioning focusing areas help them maintain loyal satisfied force. A discussion of importance this issue would complete without review positions truck-driving dispatching. In general, broken into less truckload (LTL) (TL) carriers. LTL customers having shipments smaller size full capacity 48 or 53 foot trailer. Shipments picked up local shippers where they consolidated destined for same geographic location. Much work concentrated single market assigned routes. Under such conditions customarily what considered pay. comparison, TL hired transport consume trailer capacity. These traditionally one two customers. Drivers moving freight travel long distances will unload reload headed distant destinations. This process loading unloading cover any number destinations throughout United States. frequently "on road" three four weeks time. Moreover, typically paid mile, receiving salaries averaging around $30,000 (Ray, 1997). For reasons, dominated focus issue. While nature driving own unique characteristics, supervisor-driver interaction very similar across segments. Dispatchers responsibility supervising field. Somewhat organizational framework requires dispatchers conduct supervision via telephone. through system communicate pickup delivery instructions, routing directions, family messages, information drivers. addition, receive feedback position respond feedback. Of study dispatcher's role as firm sense, dispatcher life-line driver. Researchers indicated marketing concepts used establish between providers better working employees within (George, 1990; Greene 1994; Gronroos, 1990). …