Managing the Service Encounter: A Focus on the Employee

1 December 1990

journal article
Published by Emerald Publishing in International Journal of Service Industry Management

Vol. 1 (3) , 41-52
https://doi.org/10.1108/09564239010001136

Abstract

The service encounter between an organisation′s employees and its customers, and the ensuing implications for service operations and management are important. Attention is focused on employment strategies to include selection and training, the development and implementation of customer care programmes and the management of all interpersonal relationships within an organisation.

Keywords

SERVICE ENCOUNTER
IMPLEMENTATION
INTERPERSONAL
ENSUING
EMPLOYEE THE SERVICE
ORGANISATION
CUSTOMER CARE
SERVICE OPERATIONS
INCLUDE SELECTION

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