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.
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
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