Armistead, C. G. and Kiely, J., 2004. Exploring the future roles and capabilities of customer service professionals. Managing Service Quality, 14 (1), pp. 26-39.
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The study investigates the roles and capabilities likely to be required of customer service professionals (CSPs) in future service encounters. Following a literature review and the results from customer focus groups, a matrix for future customer service roles is developed in which the domains of technical interaction and emotional interaction are displayed. The matrix is tested against interview data from executives in leading service organisations and four key CSP roles are developed, corresponding to the customer service domains displayed in the matrix. The study concludes with a discussion of these four roles and the management implications of the study.
|Uncontrolled Keywords:||Customer service management Service operations Service quality assurance|
|Subjects:||Technology > Business, Management and Marketing|
|Group:||Business School > Centre for Research in Management|
|Deposited By:||INVALID USER|
|Deposited On:||03 Apr 2007|
|Last Modified:||07 Mar 2013 14:34|
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