Detail Customer Service-Oriented Behavior : Person and Situational Antecedents   Oleh:  Sanchez, Juan I. ; Williams, Marie Jenis: Article from Bulletin/Magazine Dalam koleksi: Journal of Quality Management vol. 3 no. 1 (1998), page 101-116. Topik: customer service; customer service - oriented behaviour; person Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: JJ55.1 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada     Lihat Detail Induk Isi artikel The personality antecedents of two types of customer service behavior (i. e., role - prescribed and extra - role) were studied in conjunction with the effects of experimentally manipulating participants' accountability. The results (n = 286) of a videotape - based questionnaire suggested differences between the personality antecedents of these two types of service behaviour, suggesting that personality - based selection procedures should be consistent with the extent to which the organization's customer service philosophy promotes imaginative vs. scripted reactions to customer queries. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

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