Develop and Manage Quality Customer Service Practices

This document provides information on formal and informal research techniques, methods to obtain customer feedback, internal and external environments to review, and more for developing and managing quality customer service practices. It also includes a case study and suggestions for policies and procedures.

DEVELOP AND MANAGR
QUALITY CUSTOMER
SERVICE PRACTICES

Table of Contents
Q1 Define formal and informal research technique to obtain information on customer
needs expectation and satisfaction level................................................................................4
Q2. Name any six methods to provide opportunities for customers and staff to give
feedback on products and services.........................................................................................4
Q3. Mention any three internal and external environments that you should review to ensure
they may not affect the planning for quality services............................................................4
Q4.1 what were the major issues identified in the above scenario?.......................................5
Q5 List any six (6) types of policies and procedures for quality service provision...............5
Q6 consider the case study/scenario in question 4 and provide any three (3) examples of
how to communicate policies, procedures and expectations to staff in the workplace..........6
Q7 Please writes any three (3) suggestions for policies to be readily available to customers
and staff..................................................................................................................................6
Q8 List three (3) ways to monitor customer service in the workplace to ensure standards
are met....................................................................................................................................6
Q9 Mention any four (4) stages when staff training should be initiated to enhance customer
service....................................................................................................................................6
Q 10List ten (10) ways to take responsibility for service outcomes, dispute resolution and
to act as a positive role model for the professional standards expected of service industry
personnel................................................................................................................................7
Q 11 Discuss how to assess the effectiveness of customer service practices........................7
Q 12 Name any six (6) principles of quality customer service..............................................8
Q 13 What is the professional service standards, attitudes and attributes expected for
service industry employees to work with customers?............................................................8
Q14 When planning for quality customer service, why should new technologies or
equipment is introduced into the hospitality industry?..........................................................8
Q 15 When managing organisational restructures and management change, what internal
and external environmental changes need to be considered for effective planning and
minimal impact on customer service?....................................................................................9
Q16. List eight internal and external changes that need to be considered in recruitment
practices to maintain quality customer service?.....................................................................9
Q 17 Name any six (6) internal and external environmental trends in customer service
preferences that can have an effect on planning quality service..........................................10
Q 18 What is the main effects of change in competitive environment and economic climate
on planning for quality customer service?...........................................................................10

Q 19 Identify and explain five (5) roles and responsibilities of management, supervisors
and operational personnel in providing quality service? Write your answer in 150-200
words....................................................................................................................................11
Q20 In the table below, briefly explain how each of these formal and informal methods of
customer research can be used in 25-50 words for each......................................................11
Q 21 Explain why each of the below is important in implementing quality service
provisions in 50-100 words for each....................................................................................12
Q22 Discuss the four methods, listed, in the table below, of assessing the effectiveness of
customer service practices? Write your answer in 150-200 words......................................13
Q23 List that what are seven (7) methods of obtaining feedback from customers?............13
Q24 List any six (6) modern approaches/trends in customer service and how would you
communicate them to the staff involved in service delivery. Give any four (4) ways to
communicate with staff?......................................................................................................14
Q25 List two (2) Industry schemes, two (2) accreditation schemes and two (2) codes of
conduct aimed at improving customer service?...................................................................15
Q27 Discuss the objectives, components and comprehensive details of consumer protection
laws in relation to customer service and the businesses responsibilities, in particular:.......15

MAIN BODY
Q1 Define formal and informal research technique to obtain information on customer needs
expectation and satisfaction level.
Formal research is type of research in which the researcher collected the information
related to customer need and wants that is not gathered by any other researcher. It is useful in
identifying the demands of customer in order to satisfy them. It takes time and money too.
Informal research is the process in which investigator collected information that is
already gathered by any other researcher at workplace. It saves time and money related to
identifying the demand of customer in an effective manner.
(References: Silverman, D. ed., 2016. Qualitative research.Sage.)
Q2. Name any six methods to provide opportunities for customers and staff to give feedback
on products and services.
There are six methods which are used for taking the feedback from customer related
to products and services which is given below:
 Convey follow up email.
 Commence SMS surveys.
 Put in feedback surveys into your Wi-Fi network
 Generate paper feedback cards.
 Carry out client interviews.
 Examine recorded sales calls.
(References: Holtom, B.C. and Burch, T.C., 2016. A model of turnover-based disruption in customer services. Human
Resource Management Review, 26(1), pp.25-36.)
Q3. Mention any three internal and external environments that you should review to ensure
they may not affect the planning for quality services.
It is necessary to assess internal and external factor that helps in planning for quality
services in an effective manner which is discussed below:
References: ()
Internal factor
Human resource
Financial anticipation
Quality and size of infrastructure
External factor
Economic factor
Technological factor

Social Factor
Q4.1 what were the major issues identified in the above scenario?
The major issue is related to Front desk officer when Samantha had gone for
inspection in Meadow Leaf hotel inn. The behaviour of receptionist is too rude and she does
not greet her in better way. Therefore, she has gone from Meadow-inn Motel hotel to other
one for staying at night.
References: (Common, R., Flynn, N. and Mellon, E., 2016. Managing public services: Competition and decentralization.
Elsevier.)
2. Why did the board of the Meadow-inn Motel take the complaint seriously and provide
opportunities for staff to participate in the development of customer service practices
As per this case, Samantha asked for her room booking as well as waited long-
sufferingly. Then, the receptionist of motel looked at the booking and said laughingly that
their system has unmoving and she is unable to help. Then, she requested to meet her
manager. She said, the manager is busy right now in rude manner. Another day, Samantha
wrote a comprehensive complaint to the board of director of motel And, the board of
Meadow-inn Motel took the complaint very gravely and provided opportunities for staff to
take participation in the development of customer service practices.
REFERENCES: (Thuy, P.N., 2016. Customer participation to co-create value in human transformative services: a
study of higher education and health care services. Service business, 10(3), pp.603-628.)
3. Explain in your own words why Meadow-inn Motel should develop policies and
procedures for quality service provision. You must consider the scenario to answer this
question
For providing effective services to its customer, it is necessary to develop policies
such as update the technology, treat their guest in VIP manner in order to satisfy them.
REFERENCES: (Choi, B. and Lee, I., 2017. Trust in open versus closed social media: The relative influence of user-
and marketer-generated content in social network services on customer trust. Telematics and Informatics, 34(5), pp.550-
559.)
Q5 List any six (6) types of policies and procedures for quality service provision
There are six kinds of policies as well as procedures for provision of quality services
which is mentioned below:
 Treat every guest like a VIP
 Provide personalized customer services.
 Generate a positive start for new employee

 Update technology
 Evaluate of performance of services provided to customer.
REFERENCES: (Décaudin, J.M. and Lacoste, D., 2018. Services advertising: showcase the customer!. Journal of
Marketing Communications, 24(5), pp.518-534.)
Q6 consider the case study/scenario in question 4 and provide any three (3) examples of how
to communicate policies, procedures and expectations to staff in the workplace.
 The company updates technology in order to communicate services to its customer.
 It is necessary for business firm to provide personalized services to its customer.
 Put the box in order to inform the expectation of company related to their staff.
REFERENCES :( Martin, C.L., 2016. Retrospective: compatibility management: customer-to-customer relationships
in service environments. Journal of Services Marketing.)
Q7 Please writes any three (3) suggestions for policies to be readily available to customers
and staff
There are three suggestions for policies to be readily available to customer as well as
staff member which is going to be discussed below:
 It is necessary to provide training to its staff in order to better serve the customer.
 It is vital to clarify the procedure related to deliver the issue faced by customer
through online complaint system.
 Take regular feedback from customer
REFERENCES: (Malik, G. and Oberoi, M.K., 2017. Analyzing the impact of elevated service quality in online
banking services on customer satisfaction. Aweshkar Research Journal, 22(1))
Q8 List three (3) ways to monitor customer service in the workplace to ensure standards are
met
Herein, it is necessary to monitor and control the services provided to customer to
ensure standard are met which is going to be mentioned below:
 Organize regular survey for identify the need and wants of customer.
 They give invitation to customer to take part in focus groups to take feedback related
to services provided.
 They provide effective training to educate customer.
REFERENCES:(Srivastava, M. and Kaul, D., 2016. Exploring the link between customer experience–loyalty–
consumer spend. Journal of Retailing and Consumer Services, 31, pp.277-286)
Q9 Mention any four (4) stages when staff training should be initiated to enhance customer
service
There are four steps which is used for providing training to its staff to improve the
services provided to customer is given beneath:

 Define clear objectives.
 Always emphasized on success of customer
 Provide training related to customer services in tough situations
 Practice through real- life scenarios
REFERENCES: (Bonnini, S., 2016. Multivariate approach for comparative evaluations of customer satisfaction with
application to transport services. Communications in Statistics-Simulation and Computation, 45(5), pp.1554-1568)
Q 10List ten (10) ways to take responsibility for service outcomes, dispute resolution and to
act as a positive role model for the professional standards expected of service industry
personnel
There are list of methods to take responsibility for achieving favourable outcomes
from services which is going to be mentioned below:
 Handling workflows
 Provided training to new recruits
 Generating as well as Managing schedule of team.
 Reporting to HR Professional and top management
 Assessing performance and offered feedback
 Applying career advancements opportunities
 Resolve issues and disputes related to employees
 Listen and communicate customer in an effective manner.
 Freely delegate and build capabilities
 They lead employees to the right answer
REFERENCES :(Moliner, M.Á., Monferrer-Tirado, D. and Estrada-Guillén, M., 2018. Consequences of customer
engagement and customer self-brand connection. Journal of Services Marketing)
Q 11 Discuss how to assess the effectiveness of customer service practices.
There are different concepts which are used to assess the effectiveness of customer
service practices that is going to be discussed below:
 Record customer service calls and listen to them frequently
 A simple survey can ask questions related to customer perceptions.

 Count complaint of customer.
REFERENCES :( Thakur, R., 2016. Understanding customer engagement and loyalty: a case of mobile devices for
shopping. Journal of Retailing and consumer Services, 32, pp.151-163)
Q 12 Name any six (6) principles of quality customer service
The list of six principles of providing effective quality customer services to its
customer which is mentioned below:
 Provide support customers as a team
 Listen to customers as well as share their feedback
 Don't be a robot.
 Be honest a
 Practice sympathy
 Know your services
REFERENCES: (Bogomolova, S., 2016. Determinants of ex-customer winback in financial services. Journal of
Retailing and Consumer Services, 32, pp.1-6)
Q 13 What is the professional service standards, attitudes and attributes expected for service
industry employees to work with customers?
The professional services, standard, attitudes as well as attributes related to
expectation from employees of services industry by customer which is going to be mentioned
below:
 Enhance the loyalty as well as satisfaction of customer by improving productivity of
staff as well as operational effectiveness
 Execute a regular improvement program to maintain first class performance
 Benchmark operations are necessary to provide professional services to improve
further performance.
REFERENCES :(Fatma, M. and Rahman, Z., 2016.The CSR's influence on customer responses in Indian banking
sector. Journal of Retailing and Consumer Services, 29, pp.49-57)
Q14 When planning for quality customer service, why should new technologies or equipment
is introduced into the hospitality industry?
Ans. Technological institute and equipment are important for hospitality industry in context
of improving the quality service. This is because new technology and effective equipment
will help in decreasing the problems which are related to online booking by the customer

from different sides as well as it also facilitates smooth functioning fast spelling of suite
within the hospitality industry. This will also important in checking the performance of staff.
References:-Barrows, C.W. and Powers, T., 2008. Introduction to management in the
hospitality industry, study guide.John Wiley & Sons.
Q 15 When managing organisational restructures and management change, what internal and
external environmental changes need to be considered for effective planning and minimal
impact on customer service?
Ans. In context of hospitality industry, internal factors which must be kept in mind are our
strength weakness and opportunities of the organisation which will directly impact on
organisation for functioning. The external factors are political, social, economic and
technological which have their direct impact on organisation.\
References:-Uhlenbruck, K., Meyer, K.E. and Hitt, M.A., 2003. Organizational
transformation in transition economies: resource‐based and organizational learning
perspectives. Journal of Management Studies, 40(2), pp.257-282.
Q16. List eight internal and external changes that need to be considered in recruitment
practices to maintain quality customer service?
Ans. there are some internal and external changes which must be considered in recruitment
practices to maintain the quality customer services by an organisation, all these are mentioned
below:
1. Perfect analysis of job is must for organisation while performing recruitment function.
2. Identification of skills and abilities of individual who have to be selected for the
respected job.
3. Identification of qualification required for performing the job.
4. Past experience of individual.
5. The Mental ability of individual must be valued prior to recruitment for job.
6. Formation of perfect recruitment procedure.
7. Proper placement and orientation where individual can know about the job.
8. Training and development
References:-Partlow, C.G., 1996. Human-resources practices of TQM hotels. The Cornell
Hotel and Restaurant Administration Quarterly, 37(5), pp.67-77.

Q 17 Name any six (6) internal and external environmental trends in customer service
preferences that can have an effect on planning quality service
Ans. There are some points which are related to internal and external environmental trends in
customer service preferences that can have an effect on planning quality service:
1. Global warming impact negatively planning for future of customer services.
2. Workforce diversity can also impact on maintaining quality service and planning for
it.
3. Taxation can also impact on the organisation who is planning for quality services to
its customers
4. Innovation is a common thing in a society which can also impact on the planning of
customer services within the firm.
5. Inflation rate can also act directly all the planning of customer services because of an
favour economic conditions.
6. Important political events are also problem for effective planning about the customer
services within the organisation because of dear related to hospitality industry.
References: - Kerzner, H., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Q 18 What isthe main effects of change in competitive environment and economic climate on
planning for quality customer service?
Ans. There is number of changes in competitive environment as well as economic climate of
the area where the hospitality industry is surviving. These have their direct effect on planning
for the quality customer services as change in competition lead the business to add different
changes for increasing the quality of customer services and planning about them.it also
increases the tendency of the organisation to improve its services for attracting more and
more customers within the market for boosting the product sales as well as increasing
profitability. Also impacted on performance of the organisation has now it spend a portion of
capital on learning about the quality customer services which help in increasing profitability
ratio and customer satisfaction with different industries.
References:-Lin, H.F., Su, J.Q. and Higgins, A., 2016. How dynamic capabilities affect
adoption of management innovations. Journal of Business Research, 69(2), pp.862-876.

Q 19 Identify and explain five (5) roles and responsibilities of management, supervisors and
operational personnel in providing quality service? Write your answer in 150-200 words
Ans. there is number of roles and responsibility which have to fulfil by the manager
supervisor at operational person within the organisation for increasing the quality services
some of these are mentioned below:
1. The first sponsor ability of the manager or other persons in and hospitality industry is
to meet and greet the customer came to the organisation for satisfy their needs.
2. Provide proper housekeeping facilities where customer can be able to feel like the
accommodation are like their home.
3. Form proper compliant mechanism where organization provides customer feedback
form which will help in maintaining customer satisfaction as well identified problem
within the organisation.
4. Provide security to the customers as well as their luggage for saving the organisation
from unforeseen events and legal liabilities.
5. Provide proper food and beverages at the time of breakfast lunch and dinner.
References:-Richards, G., 2017. Warehouse management: a complete guide to improving
efficiency and minimizing costs in the modern warehouse. Kogan Page Publishers.
Q20 In the table below, briefly explain how each of these formal and informal methods of
customer research can be used in 25-50 words for each
Method Explanation of use
Analysis of competitive
environment and industry service
trends
This can be used by the organisation for identification of competitors and
the tools and techniques which are going within the industry and are used
by the competition of the organisation.
Customer service surveys Customer service survey are the best method of identifying the need of
customers, the survey will help organisation in identification of what
customer want from the organisation and how the firm can give
satisfaction to their customers.
Customer focus groups Customer focus group is those which directly related to satisfy the
customer with the organisation. This can be used by the organisation for
product and services where it can gather the feedback from customer
about the new product and services launched by the firm.
Qualitative or quantitative
research
Qualitative and quantitative research is those which are related to
collection off the data in the mathematical or analytical form. This can be

used by the organisation for identification of queries and feedbacks
regarding customer complaints.
Seeking feedback from service
delivery colleagues
Service and delivery colleagues play an important role identification of
feedback from the customers. This can be used by the organisations in
identification of problems which are related to customer satisfaction with
the help of the service order delivery colleagues.
Q 21 Explain why each of the below is important in implementing quality service provisions
in 50-100 words for each.
Ans.
a) Developing, implementing and monitoring customer services policies and
procedures
The steps of development implementing in monitoring the customer services policies and
procedures will directly related to increasing the quality services within the organisation as it
will maintain a strict regulations and policies which have to follow my every individual and
employees of the organisation. Directly impact on customer services by which the customer
can satisfy their needs because of effective staff.
b) Involving staff in the development of customer service practices.
Staff of the organisation knows the every need of customers and how they can satisfy the
customers so it is important to include the staff and developing customer services practices.
Staffs identify the needs of customer and satisfied them by the use of policies and procedures
formed by the organisation.
c) Evaluating staff and customer feedback.
Staff evaluation is important this is because it is directly related to the increasing quality of
services. Evaluating the staff performance with the use of feedback provided by customer, the
actual ability of the members will be identified.
References:-Hill, T., 2017. Manufacturing strategy: the strategic management of the
manufacturing function. Macmillan International Higher Education.

Q22 Discuss the four methods, listed, in the table below, of assessing the effectiveness of
customer service practices? Write your answer in 150-200 words
Method Explanation of the effectiveness of use
Examining overall business performance Firm have to identify qualities and effectiveness in its staff
where it can perform different activates.
Monitoring the ongoing effectiveness of:
o Staff in meeting customer
service standards
o Policies and procedures in
explaining practices
Organisation can perform different activities and form the
rules and regulations which are related to the customer
services standards followed by the staff the organisation.it
can also use policy and procedure in cleaning the practices
within the organisation for increasing the value of staff as
well as maintaining the needs of customers.
Reviewing numbers and nature of: Complaints Disputes
 Responses of customers
Number of nature of complaint disputes and responses to
the customer organisation targeting the core sector of the
organisation which is being the reason for dissatisfaction
of customers. Classification of dissolution response of
customer identifying needs of customer and the area which
is more targeted by this feedback.
Reviewing customer satisfaction survey statistics Customer satisfaction survey statistics organisation classify
the ratio that what are the feedbacks of customer and which
direction the organisation is going. Short summary with
explain detail things in a single graph.
References:-All, A., Castellar, E.P.N. and Van Looy, J., 2016. Assessing the effectiveness of
digital game-based learning: Best practices. Computers & Education, 92, pp.90-103.
Q23 List that what are seven (7) methods of obtaining feedback from customers?
Ans. There are several methods which can be used by organtional:
1. Provide Proactive Live Chat Support
2. Get Feedback on Live Chat Session
3. Provide Dedicated Customer Feedback Forms on Your Site
4. Measure Your Customer Service Performance
5. Call Your Customers Regularly
6. Use Email Surveys for New Customers
7. Monitor Social Channels
References:-Ainebyoona, U., 2018. Impact of social media marketing on business
performance: A case study of restaurant and hotel businesses around Makerere
University (Doctoral dissertation, Makerere University).

Q24 List any six (6) modern approaches/trends in customer service and how would you
communicate them to the staff involved in service delivery. Give any four (4) ways to
communicate with staff?
Ans. Six modern approaches/trends in customer service
1. The ‘M’ factor
2. Customers will contact you on social media
3. Intelligent self-service tools and AI (artificial intelligence) based catboats to
replace manual queries
4. Customer service reps will work from home
5. Machine learning can change the whole customer experience
6. Real-time support
Approaches to Communicate with staff
 Company can use proper tools and techniques which can be help in establishing
proper communication of all these approaches.
 Also form the particular rules and regulations according to the approach are used for
customer services.
 Crompton also communicates all approaches to the staff of the organisation with the
help of different channels of communication.
 Establish of proper structure which will directly communicate the trend and
approaches which are used by the organisation and upper level of management for
customer services and their Satisfaction.
References:-Javed, K., Gouriveau, R. and Zerhouni, N., 2017. State of the art and taxonomy
of prognostics approaches, trends of prognostics applications and open issues towards
maturity at different technology readiness levels. Mechanical Systems and Signal
Processing, 94, pp.214-236.
Q25 List two (2) Industry schemes, two (2) accreditation schemes and two (2) codes of
conduct aimed at improving customer service?
Ans. Industry schemes
Accommodation rating system: star rating system which covers wide range of
accommodation and consisting of the rating from 1 to 5 stars.

Restaurant rating: whether restaurant various trading standards are apply the main standard
which is important. Here they, decide one two three star of 1 to 5 hearts depending on the
level of food served by the restaurant.
Accreditation schemes
Formulation of guide: It is an important part in which can blocked by the organisation
where it can formulate different type of guides to provide information about the organisation
feature and policies to its customers.
Set the standards: Set the standards related to quality of food within the hospitality industry
for increasing the customer satisfaction as well as providing health and safety environment.
Codes of conduct
 There must be confidentiality within the organisation where The Identity of the
customer and information provided will not be shared to unknown and unnecessary
persons.
 Company also ensures accountability within the organization.
References:-Giacomarra, M., Galati, A., Crescimanno, M. and Tinervia, S., 2016. The
integration of quality and safety concerns in the wine industry: the role of third-party
voluntary certifications. Journal of cleaner production, 112, pp.267-274.
Q27 Discuss the objectives, components and comprehensive details of consumer protection
laws in relation to customer service and the businesses responsibilities, in particular:
Ans.
• Nominating and charging cancellationfees: According to legal requirements there are
some laws which state the calculation of cancellation fees. These law state that for an
early cancellation is valid where it must be genuine deflection to the reasonable cost
the company has suffered because of the cancellation.
• Providing information on potential price increases: the organization to inform
customers about the increase of potential prices as well as the reason behind
increment.
• Providing refunds: There are also provision regarding refund and the business
associations due to noncompliance of different activities for providing the services to
customer.

• Supplying products as described or substituting suitable products when unable: There
are also legal provisions which facilitate the customers when there is no services
provided to the customer which are mentioned in contract with customer. For this
organization have to provide similar and substitute services to the customers for
satisfying their needs.
References:-Amos, N., Sullivan, R. and van de Weerd, H., 2019. The Business Benchmark on
Farm Animal Welfare Methodology Report 2018. Available at SSRN 3349679.

REFERENCES
Books and Journals
Amos, N., Sullivan, R. and van de Weerd, H., 2019. The Business Benchmark on Farm
Animal Welfare Methodology Report 2018. Available at SSRN 3349679.
Giacomarra, M., Galati, A., Crescimanno, M. and Tinervia, S., 2016. The integration of
quality and safety concerns in the wine industry: the role of third-party voluntary
certifications. Journal of cleaner production, 112, pp.267-274.
Javed, K., Gouriveau, R. and Zerhouni, N., 2017. State of the art and taxonomy of
prognostics approaches, trends of prognostics applications and open issues towards maturity
at different technology readiness levels. Mechanical Systems and Signal Processing, 94,
pp.214-236.
Ainebyoona, U., 2018. Impact of social media marketing on business performance: A case
study of restaurant and hotel businesses around Makerere University (Doctoral dissertation,
Makerere University).
All, A., Castellar, E.P.N. and Van Looy, J., 2016. Assessing the effectiveness of digital
game-based learning: Best practices. Computers & Education, 92, pp.90-103.
Hill, T., 2017. Manufacturing strategy: the strategic management of the manufacturing
function. Macmillan International Higher Education.
Richards, G., 2017. Warehouse management: a complete guide to improving efficiency and
minimizing costs in the modern warehouse. Kogan Page Publishers.
Lin, H.F., Su, J.Q. and Higgins, A., 2016. How dynamic capabilities affect adoption of
management innovations. Journal of Business Research, 69(2), pp.862-876.
Kerzner, H., 2017. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.
Partlow, C.G., 1996. Human-resources practices of TQM hotels. The Cornell Hotel and
Restaurant Administration Quarterly, 37(5), pp.67-77.
Uhlenbruck, K., Meyer, K.E. and Hitt, M.A., 2003. Organizational transformation in
transition economies: resource‐based and organizational learning perspectives. Journal of
Management Studies, 40(2), pp.257-282.
Barrows, C.W. and Powers, T., 2008. Introduction to management in the hospitality industry,
study guide.John Wiley & Sons.
Moliner, M.Á., Monferrer-Tirado, D. and Estrada-Guillén, M., 2018. Consequences of
customer engagement and customer self-brand connection. Journal of Services Marketing
Srivastava, M. and Kaul, D., 2016. Exploring the link between customer experience–loyalty–
consumer spend. Journal of Retailing and Consumer Services, 31, pp.277-286
Martin, C.L., 2016. Retrospective: compatibility management: customer-to-customer
relationships in service environments. Journal of Services Marketing

Common, R., Flynn, N. and Mellon, E., 2016. Managing public services: Competition and
decentralization. Elsevier.)
Holtom, B.C. and Burch, T.C., 2016. A model of turnover-based disruption in customer
services. Human Resource Management Review, 26(1), pp.25-36
Martin, C.L., 2016. Retrospective: compatibility management: customer-to-customer
relationships in service environments. Journal of Services Marketing