TY - JOUR AB - Offers a fresh outlook for managing the delicate interaction between the customer and the contact employee in the service environment. Emphasizes that the quality of the customer‐employee interfacehas a great effect on customers′ perceptions of the quality and value of the service, as well as on their satisfaction. Suggests a model of how companies can improve this interface by treating employees ascustomers and customers as employees, thus developing lower cost and higher quality services and also higher levels of satisfaction on the part of both customers and employees. Recommends various steps for management to take. VL - 4 IS - 2 SN - 0887-6045 DO - 10.1108/EUM0000000002512 UR - https://doi.org/10.1108/EUM0000000002512 AU - Bowers Michael R. AU - Martin Charles L. AU - Luker Alan PY - 1990 Y1 - 1990/01/01 TI - Trading Places: Employees as Customers, Customers as Employees T2 - Journal of Services Marketing PB - MCB UP Ltd SP - 55 EP - 69 Y2 - 2024/09/18 ER -