search query: @indexterm SERVICE MANAGEMENT / total: 228
reference: 197 / 228
| Author: | Bell, Ch. R. Zemke, R. |
| Title: | Do service procedures tie employees hands? |
| Journal: | Personnel Journal
1988 : SEP, VOL. 67:9, p.77-83 |
| Index terms: | SERVICE CUSTOMERS SERVICE MANAGEMENT FEEDBACK CONTROL |
| Language: | eng |
| Abstract: | The concept of releasing power is important because it focuses us more on what we take away than what we give. It reminds us that the service deliverer is somehow bound and could be more respensive and attentive if unbound. Customers like to deal with a service person who has the power and confidence to act on their behalf. Too often, service feedback is used to spotlight what went wrong, not to underscore what went right. If service providers are trusted and presumed to be responsible, they typically act in trustful, responsible ways. |
SCIMA