EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH-CONTACT SERVICE ENVIRONMENT
Volume: 12, Issue: 2, Pages: 186 - 203
Published: Jun 1, 2003
Abstract
A critical component of service strategy in high‐contact environments is service encounter management. Effective service encounters are a result of the quality of employee development, including systems for work and job design, training and development, and attention to employee well being. Results of empirical analysis indicate that service strategies reflecting the dimensions of employee development drive employee outcomes such as productivity...
Paper Details
Title
EMPLOYEE DEVELOPMENT: AN EXAMINATION OF SERVICE STRATEGY IN A HIGH-CONTACT SERVICE ENVIRONMENT
Published Date
Jun 1, 2003
Volume
12
Issue
2
Pages
186 - 203
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