haku: @author Ferrell, O. C. / yhteensä: 14
viite: 8 / 14
Tekijä: | Hartline, M. D. Ferrell, O. C. |
Otsikko: | The management of customer contact service employees. An empirical investigation (Arbeitsverhalten) |
Lehti: | Journal of Marketing
1996 : OCT, VOL. 60:4, p. 52-70 |
Asiasana: | |
Vapaa asiasana: | KUNDENDIENST, MANAGEMENTSTIL, AUFGABENERWEITERUNG, QUALITÄTSPOLITIK |
Kieli: | eng |
Tiivistelmä: | 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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