Offers a fresh outlook for managing the delicate interaction
between the customer and the contact employee in the service
environment. Emphasizes that the quality of the customer‐employee
interfacehas a great effect on customers′ perceptions of the quality and
value of the service, as well as on their satisfaction. Suggests a model
of how companies can improve this interface by treating employees
ascustomers and customers as employees, thus developing lower cost and
higher quality services and also higher levels of satisfaction on the
part of both customers and employees. Recommends various steps for
management to take.
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