...Sharon L. Howell; Vicki K. Carter; Fred M. Schied Investigates how a particular work team interprets and comes to understand quality management initiatives centered around customer service. The study set out to add to the understanding of how work team members interpret and learn as a part...

...Richard E. Teare Relates aspects of consumer behaviour and in particular the decision process to the procedures and processes for delivery and assuring customer service. The main themes are: understanding customers; designing and delivering services; and assuring total quality services. © MCB UP...

... customer service representatives and their assignments. Reports the results of research carried out to study stress in customer contact employees in the small and medium business offices at Technet Ltd. Describes how the current research was compared with two prior studies in 1989 and 1992, utilizing...