Intra-organisational aspects of service quality management: the employees' perspective

Article Abstract:

Consideration of intra-organizational factors, such as empowerment and employee responsiveness, helps in the effective implementation of service quality management. Improvement in service quality is attained whenever employees are given power and responsibility to decide and act on company-related matters. Implementation of programs that aim to enhance the skills of employees, such training of front-line workers on how to deal with customer complaints, also helps in enhancing service quality.

Banking Institutions, Depository Credit Intermediation, DEPOSITORY INSTITUTIONS, Models, Banks (Finance), Marketing management, Employee development

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The path to service encounter performance in public and private 'bureaucracies'

Article Abstract:

Public and private sector customer service techniques are evaluated in Denmark. Local government and the banking industry are discussed.

Commercial Banks, Commercial Banking, Public Administration, Local Government, Statistical Data Included, Banking industry, Case studies, Human resource management, Job enrichment

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Flow and consumers in e-based self-services: new provider-customer relations

Article Abstract:

Strategies to capture and retain consumer attention in an e-based self-service system.

Analysis, Technology application, Self-service, Self service

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