Employee impact on service delivery

Christine Sanes (Christine Sanes is Department Manager at AT&T Bell Laboratories in the USA)

Management Development Review

ISSN: 0962-2519

Publication date: 1 April 1996


Increasingly, customers expect suppliers to deliver a high standard of service before and after purchase, and in a competitive market this can mean the difference between success and failure. Explores the role of employees in providing customer satisfaction, and ways in which management can support and motivate them. Concludes by offering hints to help leaders achieve this.



Sanes, C. (1996), "Employee impact on service delivery", Management Development Review, Vol. 9 No. 2, pp. 15-20. https://doi.org/10.1108/09622519610772094

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Copyright © 1996, Company

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