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.
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.
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|Item Type:||Journal Article|
|Keywords:||Customer Service Provision, Service Capabilites, Service Routines, Calculating Motivation, Service Training|
|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 11:25|
|Last Modified:||29 Feb 2012 23:52|
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