Employee impact on service delivery

Abstract

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.

Citation

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