Managing the Service Encounter: A Focus on the Employee
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 December 1990
Abstract
The service encounter between an organisation′s employees and its customers, and the ensuing implications for service operations and management are important. Attention is focused on employment strategies to include selection and training, the development and implementation of customer care programmes and the management of all interpersonal relationships within an organisation.
Keywords
Citation
Lewis, B.R. and Entwistle, T.W. (1990), "Managing the Service Encounter: A Focus on the Employee", International Journal of Service Industry Management, Vol. 1 No. 3, pp. 41-52. https://doi.org/10.1108/09564239010001136
Publisher
:MCB UP Ltd
Copyright © 1990, MCB UP Limited