A customer-oriented framework for empowering service employees
Article Abstract:
Empowerment of services sector employees should vary according to type and level, taking into account the complexity of customer needs and the difficulty involved in the delivery of services to costumers. Any empowerment structure must provide for its levels and types because empowerment in the services sector is not applicable for all types of employees nor for all occasions. A contingency framework addresses this concern by providing a structure for the empowerment of contact service employees.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1998
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Benchmarking measures of customer satisfaction, quality and performance for new financial service products
Article Abstract:
The traditional product performance measures used by financial service companies are insufficient in providing marketing managers with complete details on marketing trends. More effective measures can be created by using both qualitative and quantitative techniques. Managers play a major role in the development of the appropriate techniques necessary in evaluating customers, markets and products.
Publication Name: The Journal of Services Marketing
Subject: Business
ISSN: 0887-6045
Year: 1996
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