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The Service Employee's Pivotal Role in Organizational Success (1994)

Henry, John W.

Bradford : Emerald

The @journal of services marketing 8 (1994), S. 25-35

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ISSN: 0887-6045

Source: Emerald Fulltext Archive Database 1994-2005

Topics: Economics

Notes: As the USA continues to progress toward a service-based economy, therole of the service employee as a contributor to the success of theorganization assumes greater prominence. Examines the pivotal role ofthe field engineer (FE) in a plain paper copier company. Usingqualitative research methodologies, identifies and categorizes theunarticulated strategies used by the field engineers to initiate andmaintain positive customer relationships. FEs using these categories hadpositive relationships with their customers. Moreover, the studyrevealed that successful FEs were granted in-group status with theirsupervisor. Based on these results, suggests several techniques to helporganizations improve the relationships their service employees havewith both customers and superiors.

Type of Medium: Electronic Resource

URL: http://dx.doi.org/10.1108/08876049410070709

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