Scenarios for future service encounters
Article Abstract:
In a bid to make the customer service professionals in the service sector ready to meet the future demands of customers vis-a-vis the services offered to them and to find out the customer service professionals future responsibilities towards the customers, a study was conducted taking help from fourteen customer service directors. The results and procedures used in the study have been described.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2004
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Emotional labour and surplus value: the case of holiday 'reps'
Article Abstract:
The development of services marketing and management and the role of employees during the service contact as a means to gain competitive advantage is discussed. The exploitation of emotional labour of employees is also discussed. The data from interviews with three holiday 'reps' is presented.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2005
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Aesthetic labour in interactive service work: some case study evidence from the 'new' Glasgow
Article Abstract:
The importance of physical appearance, called 'aesthetic labor', to specific service jobs that require working with the public are discussed.
Publication Name: The Service Industries Journal
Subject: Business, international
ISSN: 0264-2069
Year: 2000
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- Abstracts: Total quality management, institutional isomorphism and performance: the case of financial services. The swings and roundabouts of innovating for quality in UK financial services
- Abstracts: The effects of country of origin on trust and ethical perceptions of legal services. Maintaining relationships: a study of the legal industry