Power, policy, and the new service worker

Varca, Philip E.
March 1992
Marketing Management;Spring1992, Vol. 1 Issue 2, p16
New information technologies make exacting demands on service organizations and how they manage and staff their front-line, customer-contact function. Extensive research at one major company, its findings rich with insights for many firms, also reveals that technology can create new and unforeseen problems. While empowering workers, information adds to the pace, the stress, and the demands of their jobs. Selecting the most capable individuals becomes more difficult, however, and keeping them may require fundamental changes in the way they are supervised. Organizations must recognize that customer-contact workers' critical roles and requisite high-level skills elevate them, at least conceptually, to management status in the organization. In the future, as more firms learn how to provide quality service delivery, competitive advantage increasingly will hinge on successfully recruiting and retaining qualified service workers from a very lean labor pool. INSETS: Executive briefing.;About the author..


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