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| Author: | Schlesinger, L. A. Heskett, J. L. |
| Title: | Breaking the cycle of failure in services (!Customer contact) |
| Journal: | Sloan Management Review
1991 : SPRING, VOL. 32:3, p. 17-28 |
| Index terms: | SERVICE MANAGEMENT |
| Language: | eng |
| Abstract: | Most managers recognize that good service is a result of having effective, productive people in customer contact positions. But most service companies perpetuate a cycle of failure by tolerating high turnover and employee dissatisfaction. The reasons that so many managers have trouble breaking this cycle are explored. A number of companies are mentioned that are developing winning customer service teams, including one that pays twice the industry average to its front-line employees while its sales and profits have soared. Some common elements of successful human resource strategies are listed and discussed. Companies which can break the cycle of failure will attract the most performance-minded managers and frontline personnel. |
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