Contact – The Client - Organization Synapsis
AbstractIn a more and more diverse service related economical environment the client is ambushed by lots of information regarding that particular area. The customer’s attitude towards either a certain type of service or the other comes mainly from inexact sources of information detained before having had a direct contact with the company at hand. Most of the time this information is absorbed via friends, commercials and it is subjective. Nevertheless, this initial type of information is not static at all. It has the tendency of working its way up towards modifying the company’s attitude towards customers. A great role in this molding process has the assistance personnel. Those people are the lesion between the company and the client, transforming the customer’s needs into potential services. In certain cases these service people can help bend certain company’s offers around certain customers. This article aims at underlying the role of these particular service people, as an interface between the client and the company. The main objective of these paper is finding the appropriate staff contact characteristics for different types of services. Their existence determines the relationship between client and organization, transforming the customer desires into services that can be offered and simultaneously modeling (where applicable) the company's offer according to the client.
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Bibliographic InfoArticle provided by Alexandru Ioan Cuza University, Faculty of Economics and Business Administration in its journal Analele Stiintifice ale Universitatii "Alexandru Ioan Cuza" din Iasi.
Volume (Year): 58 (2011)
Issue (Month): (november)
Contact details of provider:
Postal: Universitatea Al. I. Cuza; B-dul Carol I nr. 22; Iasi
Phone: 004 0232 201070
Fax: 004 0232 217000
Web page: http://anale.feaa.uaic.ro/anale/
More information through EDIRC
contact personnel; attitude; client evaluation;
Find related papers by JEL classification:
- M12 - Business Administration and Business Economics; Marketing; Accounting - - Business Administration - - - Personnel Management; Executives; Executive Compensation
- M31 - Business Administration and Business Economics; Marketing; Accounting - - Marketing and Advertising - - - Marketing
- M51 - Business Administration and Business Economics; Marketing; Accounting - - Personnel Economics - - - Firm Employment Decisions; Promotions
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