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Contact – The Client - Organization Synapsis

Author

Listed:
  • Adriana Manolică

    (Faculty of Economics and Business Administration, "Al. I. Cuza" University, Iasi, Romania)

  • Teodora Cristina Roman

    (Faculty of Economics and Business Administration, "Al. I. Cuza" University, Iasi, Romania)

  • Ioana Grasu

    (Faculty of Economics and Business Administration Alumni 2005 Alexandru Ioan Cuza University Iasi, Romania)

Abstract

In a more and more diverse service related economical environment the client is ambushed by lots of information regarding that particular area. The customer’s attitude towards either a certain type of service or the other comes mainly from inexact sources of information detained before having had a direct contact with the company at hand. Most of the time this information is absorbed via friends, commercials and it is subjective. Nevertheless, this initial type of information is not static at all. It has the tendency of working its way up towards modifying the company’s attitude towards customers. A great role in this molding process has the assistance personnel. Those people are the lesion between the company and the client, transforming the customer’s needs into potential services. In certain cases these service people can help bend certain company’s offers around certain customers. This article aims at underlying the role of these particular service people, as an interface between the client and the company. The main objective of these paper is finding the appropriate staff contact characteristics for different types of services. Their existence determines the relationship between client and organization, transforming the customer desires into services that can be offered and simultaneously modeling (where applicable) the company's offer according to the client.

Suggested Citation

  • Adriana Manolică & Teodora Cristina Roman & Ioana Grasu, 2011. "Contact – The Client - Organization Synapsis," Analele Stiintifice ale Universitatii "Alexandru Ioan Cuza" din Iasi - Stiinte Economice (1954-2015), Alexandru Ioan Cuza University, Faculty of Economics and Business Administration, vol. 58, pages 305-313, november.
    • Handle: RePEc:aic:journl:y:2011:v:58:p:
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    More about this item

    Keywords

    contact personnel; attitude; client evaluation;
    All these keywords.

    JEL classification:

    • M12 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Personnel Management; Executives; Executive Compensation
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M51 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Personnel Economics - - - Firm Employment Decisions; Promotions

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