Abstract
Many customer service managers feel that the many negative situations encountered daily by their customer service reps are the primary cause of poor morale and lack of motivation in the department. While these are certainly a contributing factor, the root causes are often something much more mundane: the working environment itself, job design, policies, procedures and—yes—computer systems.
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© 1989 International Thomson Transport Press
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Blanding, W. (1989). Improving Employee Morale and Motivation. In: Practical Handbook of CUSTOMER SERVICE OPERATIONS. Springer, Boston, MA. https://doi.org/10.1007/978-1-4613-1645-9_19
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DOI: https://doi.org/10.1007/978-1-4613-1645-9_19
Publisher Name: Springer, Boston, MA
Print ISBN: 978-0-87408-049-0
Online ISBN: 978-1-4613-1645-9
eBook Packages: Springer Book Archive