... Limited 1999 Customer service Personnel Retailing Service quality Services marketing With the expansion of large retail chains, local retailers in small towns face increased competition for customers, pressuring these local retailers to refocus on customer retention (e.g. Taylor...

...Alan J. Dubinsky Customer contact personnel (CCP) play a significant role in the success of any industrial or consumer service organization. A key task of CCP is to be attentive, respectful, empathic, and civil toward customers. Many service organizations, however, seemingly overlook this critical...