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The International Journal of Human Resource Management Volume 11, 2000 - Issue 6
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Original Articles

Training in service – importing and imparting customer service culture as an interactive process

Andrew Sturdy
Pages 1082-1103 | Published online: 18 Feb 2011

Citations (26)

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Read on this site (5)

Steven W. Rayburn & David A. Gilliam. (2016) Using work design to motivate customer-oriented behaviors. The Service Industries Journal 36:7-8, pages 339-355.
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Peter Hosie, Payyazhi Jayashree, Abdellatif Tchantchane & Ban Seng Lee. (2013) The effect of autonomy, training opportunities, age and salaries on job satisfaction in the South East Asian retail petroleum industry. The International Journal of Human Resource Management 24:21, pages 3980-4007.
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Ellen Alverén, Tommy D. Andersson, Karin Eriksson, Mette Sandoff & Wajda Wikhamn. (2012) Seasonal employees' intention to return and do more than expected. The Service Industries Journal 32:12, pages 1957-1972.
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Renee Paulet. (2004) Putting Call Centres in their Place. Labour and Industry 14:3, pages 77-89.
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Riccardo Peccei & Patrice Rosenthal. (2000) Front-line responses to customer orientation programmes: a theoretical and empirical analysis. The International Journal of Human Resource Management 11:3, pages 562-590.
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Articles from other publishers (21)

Janet Grace Sayers & Ira Fachira. (2015) Telling tales: online comic and gripe story-sharing by service workers about difficult customers. New Technology, Work and Employment 30:2, pages 128-144.
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Julian Clarke. (2014) Pre-employment training for the unemployed: A case study of a call centre foundation programme. Local Economy: The Journal of the Local Economy Policy Unit 29:1-2, pages 113-128.
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Daniel Hor, Igor Dolgov & Amanda Fretwell. (2012) Being Aware that You’re Nice or Nasty Won’t Make You Write Friendlier E-Mail. Proceedings of the Human Factors and Ergonomics Society Annual Meeting 56:1, pages 1491-1495.
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Alison Barnes. 2012. Rethinking Misbehavior and Resistance in Organizations. Rethinking Misbehavior and Resistance in Organizations 161 179 .
Markus Fellesson. (2011) Enacting customers—Marketing discourse and organizational practice. Scandinavian Journal of Management 27:2, pages 231-242.
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Anupam Krishna, G. S. Dangayach & Rakesh Jain. (2011) Service recovery: Literature review and research issues. Journal of Service Science Research 3:1.
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Shy Ravid, Anat Rafaeli & Alicia Grandey. (2010) Expressions of anger in Israeli workplaces: The special place of customer interactions. Human Resource Management Review 20:3, pages 224-234.
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Rita Di Mascio. (2010) The Service Models of Frontline Employees. Journal of Marketing 74:4, pages 63-80.
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Alicia Grandey, Anat Rafaeli, Shy Ravid, Jochen Wirtz & Dirk D. Steiner. (2010) Emotion display rules at work in the global service economy: the special case of the customer. Journal of Service Management 21:3, pages 388-412.
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Alison M. Dean & Al Rainnie. (2009) Frontline employees' views on organizational factors that affect the delivery of service quality in call centers. Journal of Services Marketing 23:5, pages 326-337.
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Thomas N. Garavan, John P. Wilson, Christine Cross, Ronan Carbery, Inga Sieben, Andries de Grip, Christer Strandberg, Claire Gubbins, Valerie Shanahan, Carole Hogan, Martin McCracken & Norma Heaton. (2008) Mapping the context and practice of training, development and HRD in European call centres. Journal of European Industrial Training 32:8/9, pages 612-728.
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. 2008. Strategic Marketing Decision-Making Within Japanese and South Korean Companies. Strategic Marketing Decision-Making Within Japanese and South Korean Companies 309 338 .
Peter R.J. Trim & Yang‐Im Lee. (2006) An internationally focused synthesised marketing strategy underpinned by qualitative research. Qualitative Market Research: An International Journal 9:3, pages 203-224.
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Juan Llopis, Jose Gasco & Reyes Gonzalez. (2006) Training customers: an organizational experience. Industrial and Commercial Training 38:2, pages 78-85.
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Sharon C. BoltonMaeve Houlihan. (2016) The (mis)representation of customer service. Work, Employment and Society 19:4, pages 685-703.
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Matthew J. Brannan. (2005) Once More With Feeling: Ethnographic Reflections on the Mediation of Tension in a Small Team of Call Centre Workers. Gender, Work & Organization 12:5, pages 420-439.
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Charles-Clemens Rüling. (2005) Popular concepts and the business management press. Scandinavian Journal of Management 21:2, pages 177-195.
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Yang‐Im Lee. (2004) Customer service and organizational learning in the context of strategic marketing. Marketing Intelligence & Planning 22:6, pages 652-662.
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Vincent P. Magnini & John B. Ford. (2004) Service failure recovery in China. International Journal of Contemporary Hospitality Management 16:5, pages 279-286.
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Marek Korczynski. (2016) Communities of Coping: Collective Emotional Labour in Service Work. Organization 10:1, pages 55-79.
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David Holman. 2002. The New Workplace. The New Workplace 115 134 .

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