Comments on: WHY ARE FRONT LINE CUSTOMER SERVICE PEOPLE SO CONFUSED? https://www.marketechoes.co.uk/2018/06/why-are-front-line-customer-service-people-so-confused/ Connecting you to your customer Thu, 14 Jun 2018 09:59:06 +0000 hourly 1 https://wordpress.org/?v=6.4.3 By: Julian Rawel https://www.marketechoes.co.uk/2018/06/why-are-front-line-customer-service-people-so-confused/#comment-193 Thu, 14 Jun 2018 09:59:06 +0000 http://www.marketechoes.co.uk/?p=672#comment-193 Hi Jochen
Thanks for your article links.
For readers of my blog I’d also recommend your book, “Winning in Service Markets”.

Regards
Julian

]]> By: Jochen Wirtz https://www.marketechoes.co.uk/2018/06/why-are-front-line-customer-service-people-so-confused/#comment-192 Thu, 14 Jun 2018 09:33:13 +0000 http://www.marketechoes.co.uk/?p=672#comment-192 the full second link is
https://www.researchgate.net/publication/311913504_Managing_Service_Employees_Literature_Review_Expert_Opinions_and_Research_Directions

]]> By: Jochen Wirtz https://www.marketechoes.co.uk/2018/06/why-are-front-line-customer-service-people-so-confused/#comment-191 Thu, 14 Jun 2018 09:32:09 +0000 http://www.marketechoes.co.uk/?p=672#comment-191 Have a look at our articles on Managing Service Employees for Service Advantage – you can download them from ResearchGate – see below.

> Managing Service Employees: Literature Review, Expert Opinions, and Research Directions — Managing Service Employees: Literature Review, Expert Opinions, and Research Directions — https://www.researchgate.net/publication/311913504_Managing_Service_Employees_Literature_Review_Expert_Opinions_and_Research_Directions

> Managing Service Employees for Service Advantage — Advantagehttps://www.researchgate.net/publication/319544594_Winning_in_Service_Markets_Series_Vol_9_Managing_People_for_Service_Advantage

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