Организация работы по нормированию труда на предприятии

Needs

Customers purchase products and services to satisfy their needs.

We must distinguish between needs and wants. Needs are essential to human well-being. These could include those that are essential to human survival such as food, water, clothes and essential for social life like love, security, family. Wants are manifestation of the needs. And this manifestation is connected with culture. For example an Indian family needs as much food as American one. But an American may interpret this need as by wanting a hamburger and Indian will demand rice and curry. An American interprets clothing in terms of a demand for jeans while an Indian the sari.

Abraham Maslow a social scientists and psychologist has offered his theory of human needs. It consists of 4 points:

1. All human have needs.

2. These needs can be collated into five broad categories.

3. The categories have an ascending hierarchical order.

4. That all the needs of a lower category must be satisfied to allow the person to move to the needs of a higher category. Later scientists proved that all the needs can coexist together at varying level of importance in every individual.

Physiological needs: basic needs for survival- food, water, clothing, shelter. The hotel and restaurants industry meets the need for food by offering a spread of cuisines, and shelter by providing “a home away from home” through its choice of rooms.

Many services try to satisfy human needs at every level on hierarchy.

For example: a restaurant meets security Needs: As seen in the diagram above, the security need is both physical and emotional. The guests want to be sure of the fact that the property they are visiting is physically safe from anything that may endanger the body. Guests want to make sure that the people who serve them are hygienigally clean and free from diseases. They judge this from the way the server is dressed.

Belonging. Human beings are social animals. They prosper and grow when interacting with others. In a pub or café people met and learn about new developments in their community and the world.

Status and Self-Esteem: the way we esteem ourselves. Hotels and restaurants provide the perfect platform to satisfy varying status needs. This is shown in the rating system from one to five star.

Self Actualization: This is when a human being reach their potential and are able to control their environment.

In the food industry some restaurants permit guests to choose their raw materials and the way of cooking. The customer controls the process of selection and preparation.

Дата добавления: 2014-10-22