Finding, training and keeping the best service workers

Karen Kuemmler (Karen Kuemmler and Brian H. Kleiner are based at the School of Business Administration and Economics, California State University, Fullerton, California, USA)
Brian H. Kleiner (Brian H. Kleiner are based at the School of Business Administration and Economics, California State University, Fullerton, California, USA)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Publication date: 1 April 1996

Abstract

According to the US Bureau of Labor Statistics, the service industry is responsible for over three‐fourths of all employment and is expected to account for all net job growth during the next decade. As this industry grows in size and economic importance, companies are rediscovering the value of those who deliver the service. As a result, experts believe survival for these businesses in the 1990s depends on creative approaches to finding, training, and retaining the best customer‐contact workers. While, unfortunately, most companies still view them as mindless robots, a few have managed to realize their importance and have made headway in encouraging them through conscientious management programmes. Their suggestions and examples can be a lesson to all.

Keywords

Citation

Kuemmler, K. and Kleiner, B. (1996), "Finding, training and keeping the best service workers", Managing Service Quality: An International Journal, Vol. 6 No. 2, pp. 36-40. https://doi.org/10.1108/09604529610109747

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Publisher

:

MCB UP Ltd

Copyright © 1996, MCB UP Limited

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