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Managing the Service Encounter: A Focus on the Employee

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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Managing the Service Encounter: A Focus on the Employee

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Publisher
Emerald Publishing
Copyright
Copyright © 1990 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239010001136
Publisher site
See Article on Publisher Site

Abstract

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 ManagementEmerald Publishing

Published: Dec 1, 1990

Keywords: Customers; Employees; Marketing; Service industries

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