文章基本信息

标题：Customer Service Training and its Effect on Employee to Employee Relationships and Work Climate: A Case Study
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作者：David Fowler ; Randy Stevenson ; Ashlea Wilson 等
期刊名称：Journal of Management and Marketing Research
印刷版ISSN：1941-3408
电子版ISSN：1941-3408
出版年度：2019
卷号：23
页码：1-12
出版社：Academic and Business Research
摘要：This study sought to obtain insight and observe possible correlations of customerinteraction and service training that involves engaging employees within learning environmentswhich are conducive to improving employee-customer interaction and quality of serviceprovided to the organization’s patrons. Such training was provided to employees with theintended purpose of effecting an increase in customer satisfaction. A phenomenon of increasedpositivity among employees was later observed, coinciding with the delivery of the customerinteraction/service training; training that did not address employee-to-employee relationships.This case study attempts to analyze said phenomenon within one franchised food serviceestablishment.
关键词：Customer service training; employee relationships; positive organizational behavior;organizational citizenship behavior; work climate