Employee impact on service delivery
Christine Sanes
(Christine Sanes is Department Manager at AT&T Bell Laboratories in the USA)
3380
Abstract
Increasingly, customers expect suppliers to deliver a high standard of service before and after purchase, and in a competitive market this can mean the difference between success and failure. Explores the role of employees in providing customer satisfaction, and ways in which management can support and motivate them. Concludes by offering hints to help leaders achieve this.
Keywords
Citation
Sanes, C. (1996), "Employee impact on service delivery", Management Development Review, Vol. 9 No. 2, pp. 15-20. https://doi.org/10.1108/09622519610772094
Publisher
:MCB UP Ltd
Copyright © 1996, Company