search query: @journal_id 69 / total: 714
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| Author: | Hartline, M. D. Ferrell, O. C. |
| Title: | The management of customer contact service employees. An empirical investigation (Arbeitsverhalten) |
| Journal: | Journal of Marketing
1996 : OCT, VOL. 60:4, p. 52-70 |
| Index terms: | |
| Freeterms: | KUNDENDIENST, MANAGEMENTSTIL, AUFGABENERWEITERUNG, QUALITÄTSPOLITIK |
| Language: | eng |
| Abstract: | The authors examine the attitudinal and behavioural responses of customer contact employees that can influence customers' perceptions of service quality, the relationships among these responses, empowerment, behaviour-based employee evaluation, and management commitment to service quality. The findings indicate that managers who are committed to service quality are more likely to empower their employees and use behaviour-based evaluation. However, the use of empowerment has both positive and negative consequences in the management of contact employees. |
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