TY - JOUR
T1 - Building relationships through personalization
T2 - The impact of ‘others’ on contact personnel performance
AU - Stell, Roxanne
AU - Paden, Nita L
PY - 1998/3/25
Y1 - 1998/3/25
N2 - As competition intensifies for professional service providers, renewed attention must be given to the retention of clients. While professionals typically provide a customized service, the treatment the client receives from other personnel in the office may not be perceived as personalized. Personalization of the interaction between contact personnel and client can enhance the overall experience for the client and result in increased loyalty to the professional. One often overlooked element that impacts the service encounter is the presence of ‘others’ on the performance of contact personnel. An examination of factors impacting the quality of performance by contact personnel and suggestions for fostering personalization and ultimately client loyalty are presented.
AB - As competition intensifies for professional service providers, renewed attention must be given to the retention of clients. While professionals typically provide a customized service, the treatment the client receives from other personnel in the office may not be perceived as personalized. Personalization of the interaction between contact personnel and client can enhance the overall experience for the client and result in increased loyalty to the professional. One often overlooked element that impacts the service encounter is the presence of ‘others’ on the performance of contact personnel. An examination of factors impacting the quality of performance by contact personnel and suggestions for fostering personalization and ultimately client loyalty are presented.
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U2 - 10.1300/J127v04n02_04
DO - 10.1300/J127v04n02_04
M3 - Article
AN - SCOPUS:85023936645
SN - 1069-2533
VL - 4
SP - 53
EP - 64
JO - Journal of Customer Service in Marketing and Management
JF - Journal of Customer Service in Marketing and Management
IS - 2
ER -