Work stress and customer service delivery

Article Abstract:

The existence of various work stressors creates a negligible effect on the quality of service rendered by companies, as shown in an analysis involving 71 service consultants of various ethnic origins. Results derived from these subjects reflected a relatively narrow performance range among employees, which implies that work stressors rarely affect quality of services. In the event of conflicts arising from work-related stress, managers must be able to effect efficient structural and policy changes aimed at promoting employee coordination.

Management Theory & Techniques, Customer Relations, Stress (Psychology), Job satisfaction

---

Service representatives, job control, and white-collar blues

Article Abstract:

A study of customer service representatives at a communications firm found that workers with a higher level of job control had less job stress. This information can assist service center managers in job design.

COMMUNICATION, Communications, Broadcasting and Telecommunications, Psychological aspects, Research, Human resource management, Telecommunications services industry, Telecommunications industry, Causes of, Job stress, Work design, Control (Psychology)

---

Service personalization and loyalty

Article Abstract:

Impact of personalization of service and service satisfaction on creating customer loyalty is analyzed.

Management dynamics, Methods, Customer satisfaction, Customer loyalty, Company business management, Support services

Similar abstracts:

• Abstracts: Corporate tournaments and executive compensation: evidence from the UK. The resource-based theory: dissemination and main trends
• Abstracts: The antecedents of consumer expectations of services: an empirical study across four industries. Preventing or fixing a problem: a marketing manager's dilemma revisited
• Abstracts: Service quality in the Australian advertising industry: a methodological study. Increasing the persuasiveness of a service guarantee: the role of service process evidence

This website is not affiliated with document authors or copyright owners. This page is provided for informational purposes only. Unintentional errors are possible.