A processual analysis of customer service training
Binshan Lin
(Professor in the Department of Management and Marketing at Louisiana State University‐Shreveport, Shreveport, Louisiana, USA)
John Darling
(Professor in the Department of Management and Marketing at Pittsburg State University, Pittsburg, Kansas, USA.)
3744
Abstract
Proposes that customer service training processes should be studied as a multidimensional issue, recognizing an analytical dimension of tasks, technique, procedure, and system; a behavioral dimension concerned with attitudes, perceptions, and motivation; and an organizational learning dimension concerned with management styles, corporate culture, structure, and information flows. Explores in addition three elements necessary for effective customer service training implementation.
Keywords
Citation
Lin, B. and Darling, J. (1997), "A processual analysis of customer service training", Journal of Services Marketing, Vol. 11 No. 3, pp. 193-205. https://doi.org/10.1108/08876049710168681
Publisher
:MCB UP Ltd
Copyright © 1997, MCB UP Limited