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Services Marketing: Linking the Employee-Customer Interface

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Services Marketing: Linking the Employee-Customer Interface

Edited by Sharyn Rundle-Thiele and Rebekah Russell-Bennett

(University of Southern Queensland and Queensland University of Technology)

ISBN 978-0-9775242-4-2     ii + 110 pages    softcover        May 2008

A special issue of Journal of Management & Organization - volume 14/2

I think the future of research on employee-customer interfaces should include perspectives and scholars from service science, service management, service engineering, and (especially) service arts. Epilogue - Raymond P Fisk

Service sector research has focused on employee-customer interfaces (or customer-employee interfaces) since the 1970s. Moving beyond the 4Ps of marketing, emerging perspectives in the 1980s (Booms & Bitner 1981; Grove & Fisk 1983) placed special emphasis on people and their interactions. A triangular model of services marketing from Grönroos (1990) was elaborated by Kotler (1994) and then Brown and Bitner (2006). This captured the modern intermingling of marketing and management functions. Today, interactions at the employee-customer interface are central to understanding service organizations, services marketing, service encounters, delivery and service customers.

This special issue brings together management, marketing, organizational behavior and customer behavior researchers - addressing employees and customers, the behaviors individuals engage in within an interlinked service context, and their effects on employee, organizational and consumer outcomes.       

                 Editorial - Sharyn Rundle-Thiele and Rebekah Russell-Bennett

People and their interaction is the essence of this special issue of the Journal of Management and Organization on employee-customer interfaces... From my perspective the eight articles in this special issue untangle employee-customer interfaces into two broad themes. Three of these articles are concerned with characteristics of people (employees and managers) and five articles are concerned with situational influences (external and internal influences)...   'Untangling the Employee-Customer Interface for Services' 

Epilogue - Raymond P Fisk

McCoy College of Business Administration, Texas State University-San Marcos

 TABLE OF CONTENTS

113 Editorial
Sharyn Rundle-Thiele, Rebekah Russell-Bennett

116 Service Sells: Exploring connections between customer service strategy and the psychological contract
Leanne Cutcher

127 The Role of the Customer Advocate: Contextual and task performance as advocacy participation
Jane Galloway Seiling

141 Work Climate and Customer Satisfaction: The role of trust in the retail context
Long W Lam, Dora C Lau

155 Service Climate and Employee Wellbeing in Higher Education
Angela Martin

168 Service Staff Attitudes, Organisational Practices and Performance Drivers
Amanda Beaton, Ian Lings, Siegfried P Gudergan

180 Aggression at the Service Delivery Interface: Do you see what I see?
Loraleigh Keashly, Joel H Neuman

193 Optimising the Internal Value Chain: Principles and practices
Mark T Spence, Sudhir H Kale

207 Employee/Customer Interface in a Service Crisis: Impact of senior management attributes and practices on customer evaluation
Nell Kimberley, Charmine EJ Hartel

219 Epilogue: Untangling the Employee-Customer Interface for Services
Raymond P Fisk



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Volume 15/5
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Deadline: 30th Mar 2009


Special Issues

Sports Management: Social Responsibility, Philanthropy and Entrepreneurship in the Sports Industry
Vol 16/2, 1st Apr 2010


Profitable Margins: Gender and Diversity Informing Management and Organizational Studies
Vol 15/5, 1st Dec 2009


Corporate Governance: Practice and Process
Vol 15/4, 1st Jul 2009


Family Business: Theory & Practice
Vol 15/2, 1st Jun 2009


Re-conceiving the Artful in Management Development and Education
Vol 14/5, 1st Nov 2008


Achieving Work-Life Balance
Vol 14/3, 1st Jul 2008


Services Marketing: Linking the Employee-Customer Interface
Vol 14/2, 1st May 2008


Australasian Entrepreneurship
Vol 13/4, 1st Nov 2007


Global Service Sector Management
Vol 13/2, 1st May 2007


Managing Emotions & Conflict in the Workplace
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