Service provider job satisfaction and customer-oriented performance

Article Abstract:

The quality of customer service as affected by job satisfaction was analyzed. Customer service quality is generally perceived as deteriorating in many US services industries. The burden of customer service is with front-line employees, employees that often have low wages and status in service companies. Previous and recent research have indicated that job satisfaction is positively related to customer orientation and other positive behaviors such as tact, altruism and concern for others. Employers can improve job satisfaction by offering assistance programs such as child care services, flexible time schedules, job sharing and employee counseling.

Services, not elsewhere classified, Causes of, Customer relations, Job satisfaction

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Leading the knowledge of workers of the 1990s

Article Abstract:

The coming of the information age has given rise to the prevalence of mental information work. The future worker being a knowledge worker, an organizational restructuring is pertinent to an achievement of a more open and responsive environment. Knowledge workers, who are better skilled and better educated than their industrial age counterparts, must be governed by managers whose techniques have been reshaped to accommodate the changes in the work system. The 1990 manager must lead and set a vision, then leave his workers to fulfill their tasks and achieve the company's goals with the least interference from him.

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How to invent service

Article Abstract:

The human touch makes a big impact on customer service differentiation, especially since technical competence has become the norm. A firm can make a memorable impression on a customer by designing a specific service to have a definite emotional appeal. In other words, the manner of delivery must be as impressive as the quality of the product or service.

Customer service

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