Role of Employees in Service Marketing SLP

These factors cement the customer 's loyalty towards the company , and are thus essential towards maintaining a good customer-company relationship . Customers also give a lot of importance to the ideals , morals and values which the company stands for . If they match the ideals , beliefs and attitudes of the customer , then it is more likely that the customer will be more open and positive towards this particular company 's products and services as compared to any rival company 's products . It is within this realm of customer expectations that employees often face conflicts

as customer expectations do not necessarily translate into profits for the company (Carmichael , 1995

Solutions

The above-mentioned conflicts do have the potential to create an impact in the form of either sales or lost customers for the company . These are conflicts that employees face on a regular basis and which have to be tackled with virtually everyday . It is true that the company 's main objective is to earn maximum revenue on the sale of its products and services it is also true that through increased sales , a company will eventually be able to expand and grow in its industry . However , the desire to attain short-term profits will eventually lead the company to lose its grip on its customer base . Customers may find it easier to switch to another company where they are more likely to receive better quality service for which they may not mind paying a little more . Hence it is imperative that management create an atmosphere of encouragement for those employees who work to provide better services to customers and maintain long-lasting relationships with them

References

Carmichael (1995 , Business Ethics : The New Bottom Line . Pearson Education

Lovelock (2000 , Services Marketing People , Technology , Strategy , 5 /e Wiley

Robbins (2001 , Organizational Behavior , Edition 9 .Prentice Hall Role...