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Download fileService provider attributes in exit service encounter personnel in supermarkets
conference contribution
posted on 2017-12-06, 00:00 authored by Antony WardAntony Ward, Leonce NewbyLeonce Newby, Bruce AcuttBruce AcuttIn this paper existing research findings are drawn together to advance and test new theory which is relevant to management practitioners in the supermarket context. This research empirically investigated the characteristics of service providers in a supermarket check-out situation. The research is founded on the documented importance of the service encounter and aspects of customer relationship management, and, on the importance of the persona, the intrinsic personal characteristics, of service providers in customer relationship management. The results of this pilot study research recognise the need to identify the intrinsic personal characteristics in above average supermarket service providers. They also demonstrate that there are identifiable positive and negative characteristics involved.
Funding
Category 1 - Australian Competitive Grants (this includes ARC, NHMRC)
History
Start Page
1End Page
1Number of Pages
8Start Date
2006-01-01Finish Date
2006-01-01ISBN-10
1741071593Location
Brisbane, Qld.Publisher
QUTPlace of Publication
Brisbane, Qld.Peer Reviewed
- Yes
Open Access
- No
External Author Affiliations
Faculty of Business and Informatics; TBA Research Institute;Era Eligible
- Yes