Academic Journals Database
Disseminating quality controlled scientific knowledge

ONTACT – THE CLIENT - ORGANIZATION SYNAPSIS

ADD TO MY LIST
 
Author(s): Adriana MANOLICĂ | Teodora Cristina ROMAN | Ioana GRASU

Journal: Scientific Annals of the Alexandru Ioan Cuza University of Iasi : Economic Sciences Series
ISSN 0379-7864

Volume: 2011;
Issue: LVIII;
Start page: 305;
Date: 2011;
VIEW PDF   PDF DOWNLOAD PDF   Download PDF Original page

Keywords: contact personnel | attitude | client evaluation

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.
RPA Switzerland

Robotic Process Automation Switzerland

    

Tango Jona
Tangokurs Rapperswil-Jona