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Rewarding Service? Using reward policies to deliver your customer service strategy

Brown, Duncan and West, Michael (2005) Rewarding Service? Using reward policies to deliver your customer service strategy. Worldatwork Journal, 14 (4). pp. 22-31.

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The service sector dominates economies in the developed world. Customer service is the cornerstone of contemporary corporate strategies. Yet everyone experiences poor service, and front-line staff often seems to be employed on a “low pay/low skills” basis. Are these two factors related? This article summarizes UK research among 15 service-based organizations. It shows that those organizations delivering the best customer service make greater use of performance-related pay, individual and team recognition and harmonized conditions, as well as work-life balance and career development policies. But the key factor appears to be how they implement and manage these policies to create positive employee commitment to delivering high levels of service to customers.

Item Type: Journal Article
Journal or Publication Title: Worldatwork Journal
Subjects: H Social Sciences > HD Industries. Land use. Labor
Departments: Lancaster University Management School > Lancaster University Management School - Other > Centre for Performance-Led HR
ID Code: 57366
Deposited By: ep_importer_pure
Deposited On: 05 Oct 2012 09:34
Refereed?: Yes
Published?: Published
Last Modified: 17 Nov 2017 11:07
Identification Number:

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