Can I Help You? A Framework for the Interdisciplinary Research on Customer Service Encounters.

Ford, Wendy S. Zabava; Etienne, Christina Nation

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Peer reviewed

ERIC Number: EJ484863

Record Type: Journal

Publication Date: 1994

Pages: N/A

Abstractor: N/A

ISBN: N/A

ISSN: ISSN-0893-3189

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Can I Help You? A Framework for the Interdisciplinary Research on Customer Service Encounters.

Ford, Wendy S. Zabava; Etienne, Christina Nation

Management Communication Quarterly, v7 n4 p413-41 May 1994

Proposes a framework for organizing and conceptualizing the interdisciplinary research on customer service encounters. Describes the three categories into which service behaviors tend to fall. Outlines areas of service behavior that future research should consider. (HB)

Descriptors: Business Communication, Business Education, Business Skills, Communication Research, Higher Education, Interdisciplinary Approach, Management Development, Research Needs

Publication Type: Opinion Papers; Information Analyses; Journal Articles

Education Level: N/A

Audience: N/A

Language: English

Sponsor: N/A

Authoring Institution: N/A

Grant or Contract Numbers: N/A

Author Affiliations: N/A