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Contact – The Client - Organization Synapsis

Adriana Manolică (), Teodora Cristina Roman () and Ioana Grasu ()
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Adriana Manolică: Faculty of Economics and Business Administration, "Al. I. Cuza" University, Iasi, Romania
Teodora Cristina Roman: Faculty of Economics and Business Administration, "Al. I. Cuza" University, Iasi, Romania
Ioana Grasu: Faculty of Economics and Business Administration Alumni 2005 Alexandru Ioan Cuza University Iasi, Romania

Analele Stiintifice ale Universitatii "Alexandru Ioan Cuza" din Iasi - Stiinte Economice (1954-2015), 2011, vol. 58, 305-313

Abstract: In a more and more diverse service related economical environment the client is ambushed by lots of information regarding that particular area. The customer’s attitude towards either a certain type of service or the other comes mainly from inexact sources of information detained before having had a direct contact with the company at hand. Most of the time this information is absorbed via friends, commercials and it is subjective. Nevertheless, this initial type of information is not static at all. It has the tendency of working its way up towards modifying the company’s attitude towards customers. A great role in this molding process has the assistance personnel. Those people are the lesion between the company and the client, transforming the customer’s needs into potential services. In certain cases these service people can help bend certain company’s offers around certain customers. This article aims at underlying the role of these particular service people, as an interface between the client and the company. The main objective of these paper is finding the appropriate staff contact characteristics for different types of services. Their existence determines the relationship between client and organization, transforming the customer desires into services that can be offered and simultaneously modeling (where applicable) the company's offer according to the client.

Keywords: contact personnel; attitude; client evaluation (search for similar items in EconPapers)
JEL-codes: M12 M31 M51 (search for similar items in EconPapers)
Date: 2011
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