The influence of employee behavioural performance on customer focus strategies

Carolyn A. Strong

The Service Industries Journal, 2006, vol. 26, issue 2, 147-163

Abstract: The research context of this paper focuses on organisational desires to achieve and maintain satisfactory exchanges between themselves and their customers in the business-to-business high technology industry in the UK. The fundamental research question to be answered by this investigation is whether organisations can increase customer focus strategies through the behavioural performance of employees in their delivery of customer focus strategies.

Date: 2006
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Citations: View citations in EconPapers (2)

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DOI: 10.1080/02642060500369180

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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