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| Author: | Bitran, G. R. Hoech, J. |
| Title: | The humanization of service: respect at the moment of truth |
| Journal: | Sloan Management Review
1990 : WINTER, VOL. 31:2, p. 89-96 |
| Index terms: | SERVICE INDUSTRIES MANAGEMENT EMPLOYEES QUALITY CUSTOMERS PERFORMANCE MEASUREMENT COMMUNICATION |
| Language: | eng |
| Abstract: | To a large extent, firms can assure quality in high contact service settings by training and motivating employees to treat customers respectfully. The issues of communication, control, power, and respect are discussed in an integrated way. The suggested framework could help managers who are frequently aware of lapses in frontline service, but lack the procedural tools, the necessary staffing, or worse, the support from their superiors. Or their own approach to service quality may be too narrow. A case study is included to show how an electronics equipment company redesigned and managed its service encounters successfully. Performance measures are described and analyzed. Some of the employee feedback methods are discussed. |
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