Managing service staff as an organizational resource : implications for customer service provision

Beatson, Amanda T., Gudergan, Siegfried, & Lings, Ian (2008) Managing service staff as an organizational resource : implications for customer service provision. Services Marketing Quarterly, 29(4), pp. 25-41.

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This paper supports the notion that organizational level directives affect the customer service performance of staff. We show that organizations applying service routines and training systems which encourage the development of service capabilities develop a basis for the effective provision of customer services. Furthermore, we demonstrate that the positive attachment the staff member feels toward the organization by way of emotional motivation also influences their approach to customer service provision. This highlights for management the need for positive reinforcement so that staff feel valued in their jobs and feel a positive devotion to their employer.

Impact and interest:

2 citations in Scopus
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195 since deposited on 14 May 2009
13 in the past twelve months

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ID Code: 20467
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Customer Service Provision, Service Capabilites, Service Routines, Calculating Motivation, Service Training
DOI: 10.1080/15332960802218687
ISSN: 1533-2969
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Copyright Owner: Copyright 2008 Routledge.
Deposited On: 14 May 2009 01:25
Last Modified: 29 Feb 2012 13:52

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