Exploring the future roles and capabilities of customer service professionals
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 February 2004
Abstract
The study investigates the roles and capabilities likely to be required of customer service professionals (CSPs) in future service encounters. Following a literature review and the results from customer focus groups, a matrix for future customer service roles is developed in which the domains of technical interaction and emotional interaction are displayed. The matrix is tested against interview data from executives in leading service organisations and four key CSP roles are developed, corresponding to the customer service domains displayed in the matrix. The study concludes with a discussion of these four roles and the management implications of the study.
Keywords
Citation
Kiely, J.A. and Armistead, C.G. (2004), "Exploring the future roles and capabilities of customer service professionals", Managing Service Quality: An International Journal, Vol. 14 No. 1, pp. 26-39. https://doi.org/10.1108/09604520410513659
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited