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Trading Places Employees as Customers, Customers as Employees

Trading Places Employees as Customers, Customers as Employees Offers a fresh outlook for managing the delicate interactionbetween the customer and the contact employee in the serviceenvironment. Emphasizes that the quality of the customeremployeeinterfacehas a great effect on customers perceptions of the quality andvalue of the service, as well as on their satisfaction. Suggests a modelof how companies can improve this interface by treating employeesascustomers and customers as employees, thus developing lower cost andhigher quality services and also higher levels of satisfaction on thepart of both customers and employees. Recommends various steps formanagement to take. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Trading Places Employees as Customers, Customers as Employees

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0887-6045
DOI
10.1108/EUM0000000002512
Publisher site
See Article on Publisher Site

Abstract

Offers a fresh outlook for managing the delicate interactionbetween the customer and the contact employee in the serviceenvironment. Emphasizes that the quality of the customeremployeeinterfacehas a great effect on customers perceptions of the quality andvalue of the service, as well as on their satisfaction. Suggests a modelof how companies can improve this interface by treating employeesascustomers and customers as employees, thus developing lower cost andhigher quality services and also higher levels of satisfaction on thepart of both customers and employees. Recommends various steps formanagement to take.

Journal

Journal of Services MarketingEmerald Publishing

Published: Feb 1, 1990

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