...Audrey Gilmore; David Carson Traditionally, senior management has focussed on a customer‐oriented search for competitive advantage in improving its marketing performance. There have been many systems, procedures and measurement approaches created for improving a company’s overall performance which...

.... So what is a company to do about customer contact personnel? Creating an appropriate atmosphere in an organization so that CCP will be attentive,respectful, empathic, and civil toward customers takes diligence, keen insight, incisive judgment and intuition, and vigilance on the part of management...

... on the case example of Virginia Blood Services, a health services organization in the highly dynamic blood transfusion segment of the health‐care industry, illustrates how to utilize employees more effectively through internal marketing and adopting a management by team approach, one that is quite different...