TY  - JOUR
AB  - This research documents the requisite skills for business‐to‐business service representatives. Using job observation and group interviews, a list of 28 potential service skills was developed and placed into a questionnaire format. Experienced service representatives rated the importance of these skills for job success, yielding a complex ability profile. These abilities dovetail with previous work discussing service provider characteristics, yet offer a more detailed and behaviorally oriented view of the worker skills that ensure effective service encounters. Implications for understanding service demands and staffing a workforce with the skills needed to deliver quality service are discussed.
VL  - 14
IS  - 6
SN  - 0960-4529
DO  - 10.1108/09604520410569793
UR  - https://doi.org/10.1108/09604520410569793
AU  - Varca Philip E.
PY  - 2004
Y1  - 2004/01/01
TI  - Service skills for service workers: emotional intelligence and beyond
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 457
EP  - 467
Y2  - 2024/09/21
ER  -