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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

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MCB UP Ltd

Copyright © 1990, MCB UP Limited