TY - JOUR
AU1 - Barbara R. Lewis
AU2 - Thomas W. Entwistle
AB - 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.
TI - Managing the Service Encounter: A Focus on the Employee
JF - International Journal of Service Industry Management
DO - 10.1108/09564239010001136
DA - 1990-12-01
UR - https://www.deepdyve.com/lp/emerald-publishing/managing-the-service-encounter-a-focus-on-the-employee-l5TI0QQDpV
SP - 41
EP - 52
VL - 1
IS - 3
DP - DeepDyve
ER -