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 of Services Marketing – Emerald Publishing
Published: Feb 1, 1990