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Services Marketing: Linking the Employee-Customer Interface
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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