Managing the Service Encounter: A Focus on the Employee
Managing the Service Encounter: A Focus on the Employee
Barbara R. Lewis; Thomas W. Entwistle
1990-12-01 00:00:00
The service encounter between an organisation′s employees and its customers, and the ensuing implications for service operations and management are important. Attention is focused on employment strategies to include selection and training, the development and implementation of customer care programmes and the management of all interpersonal relationships within an organisation.
http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.pngInternational Journal of Service Industry ManagementEmerald Publishinghttp://www.deepdyve.com/lp/emerald-publishing/managing-the-service-encounter-a-focus-on-the-employee-l5TI0QQDpV
Managing the Service Encounter: A Focus on the Employee
The service encounter between an organisation′s employees and its customers, and the ensuing implications for service operations and management are important. Attention is focused on employment strategies to include selection and training, the development and implementation of customer care programmes and the management of all interpersonal relationships within an organisation.
Journal
International Journal of Service Industry Management
– Emerald Publishing
Published: Dec 1, 1990
Keywords: Customers; Employees; Marketing; Service industries
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