Business, Management and Accounting
8 years ago

Customer information quantity shapes service job design for better satisfaction

International Journal of Service Industry Management
Designing services: an information‐processing approach
Samuel A. Wathen, John C. Anderson

Paper Summary

Service job design should consider the amount of customer information needed for tasks. The study looked at how the quantity of customer information affects service job design.

Related papers

Business, Management and Accounting
8 years ago

High-quality internal service key to superior customer service quality in retail

Customer Relationships
Work Engagement
Service-Dominant Logic
Business, Management and Accounting
8 years ago

Customer information quantity shapes service job design for better satisfaction

Customer Relationships
Service-Dominant Logic
QoS-Aware Services
1 view
Business, Management and Accounting
8 years ago

Revolutionizing Service Recovery: A New Approach to Customer Satisfaction.

Service-Dominant Logic
Customer Relationships
System Dynamics