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Employee-Customer Relationship - Employee Empowerment Perspective
Customer-Contact Employees' Capabilities and Customer Satisfaction: The Banking as a Case Study
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Gewicht:
398 g
Format:
220x150x15 mm
Beschreibung:
Yahya Melhem, Assistant Professor.Head of Business Administration Department
Yarmouk University
Jordan
yahyamelhem@yahoo.com
Phd from Nottingham University Business School, Nottingham, UK.
Ph.D Degree: Marketing and management
Thesis: Employee-Customer relationships: Employee Empowerment
Perspective.
faculty.yu.edu.jo/melhem/
Yarmouk University
Jordan
yahyamelhem@yahoo.com
Phd from Nottingham University Business School, Nottingham, UK.
Ph.D Degree: Marketing and management
Thesis: Employee-Customer relationships: Employee Empowerment
Perspective.
faculty.yu.edu.jo/melhem/
This book has focused on the role of the frontline
employee in making the difference for his or her
organization.
It illustrated very clearly the role of leadership
and management in recognizing the vital role of the
human side of the organization in breaking the path
for excellence, better quality, customer-care and
satisfaction.
Hence, Employee-Customer Relationship Perspective
was clearly explored along with the Employee-
Employer-Relationship concept. The Internal
Marketing and the Relationship Marketing areas were
also given full-fledge attention and discussion in
this manuscript.
The Empowerment perspective in this book was the
underlying theme asserting that people may create
things and innovate ideas that may lead to success,
great outcomes, and sustainable competitive
advantage for their organization, the stakeholders
and the public at large.
employee in making the difference for his or her
organization.
It illustrated very clearly the role of leadership
and management in recognizing the vital role of the
human side of the organization in breaking the path
for excellence, better quality, customer-care and
satisfaction.
Hence, Employee-Customer Relationship Perspective
was clearly explored along with the Employee-
Employer-Relationship concept. The Internal
Marketing and the Relationship Marketing areas were
also given full-fledge attention and discussion in
this manuscript.
The Empowerment perspective in this book was the
underlying theme asserting that people may create
things and innovate ideas that may lead to success,
great outcomes, and sustainable competitive
advantage for their organization, the stakeholders
and the public at large.