A processual analysis of customer service training

Abstract

Proposes that customer service training processes should be studied as a multidimensional issue, recognizing an analytical dimension of tasks, technique, procedure, and system; a behavioral dimension concerned with attitudes, perceptions, and motivation; and an organizational learning dimension concerned with management styles, corporate culture, structure, and information flows. Explores in addition three elements necessary for effective customer service training implementation.

Citation

Lin, B. and Darling, J. (1997), "A processual analysis of customer service training", Journal of Services Marketing, Vol. 11 No. 3, pp. 193-205. https://doi.org/10.1108/08876049710168681