Employee morale and its impact on service: what companies do to create a positive service experience
Managing Service Quality: An International Journal
ISSN: 0960-4529
Article publication date: 1 December 1995
Abstract
States that people are vital to the success or failure of services. Companies are now becoming people‐oriented, not profit‐centred, providing training and technology and investing in people. Examines three amusement parks, including Disney, and considers several common practices and some unique ones. Covers recruitment, orientation, customer service strategies, employee programmes, morale and motivation. Concludes that although companies perceive customer service as being vital, most copy Disney’s models, including those of staff motivation and employee morale.
Keywords
Citation
Jerome, L. and Kleiner, B.H. (1995), "Employee morale and its impact on service: what companies do to create a positive service experience", Managing Service Quality: An International Journal, Vol. 5 No. 6, pp. 21-25. https://doi.org/10.1108/09604529510104356
Publisher
:MCB UP Ltd
Copyright © 1995, MCB UP Limited