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  - 2024/09/20
ER  -