Customer service personnel’s perceptions of customers: The case of a telecommunications firm

• 主要な著者: Ernest Cyril, de Run, Thang, Florence Chin-Yin
• フォーマット: E-Article
• 言語: English; English
• 出版事項: Universiti Malaysia Sarawak, (UNIMAS) 2007
• 主題: HE Transportation and Communications; HM Sociology
• オンライン･アクセス: http://ir.unimas.my/id/eprint/527/1/15%20customer%20service%20personnel%27s%20perceptions%20of%20customers%20%28%20abstract%29.pdf; http://ir.unimas.my/id/eprint/527/2/15%20customer%20service%20personnel%27s%20perceptions%20of%20customers.pdf; http://ir.unimas.my/id/eprint/527/

This paper sets out to extend current knowledge on perception of customer service personnel (CSP) towards customers. It examines these perceptions by employing the CAB Paradigm, utilizing an interview followed by questionnaires based on the interview findings for CSPs in a telecommunications firm in...