EBOOK

Customer Oriented Behaviour

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Dezember 2003

Beschreibung

Beschreibung

It is believed that service delivery through full utilization of human resources will become the major tool for competitive advances in the service industry in the coming years and the importance of customer orientation for the success of service organizations has been emphasized in the academic and applied literatures. This book examines an explicit behavioral perspective where the focus is on the extent to which employees engage in direct behaviors specifically designed to benefit customers. This study examines empirically the nature, impact and development of employee customer oriented behaviors. The findings include a step-by-step approach to continuous improvement of service quality and the role of service training programs, employee selection and managerial implications are discussed.

Portrait

by Svafa Gronfeldt

EAN: 9789979545378
ISBN: 9979545372
Untertitel: Sprache: Englisch.
Verlag: UNIV OF ICELAND
Erscheinungsdatum: Dezember 2003
Seitenanzahl: 195 Seiten
Format: kartoniert
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