Buch, Englisch, 184 Seiten, Format (B × H): 150 mm x 11 mm, Gewicht: 290 g
Customer and Employee Relations in the Australian Retail Banking Industry
Buch, Englisch, 184 Seiten, Format (B × H): 150 mm x 11 mm, Gewicht: 290 g
ISBN: 978-3-8364-9367-3
Verlag: VDM Verlag Dr. Müller
The research focuses in particular on credit unions and community banks, two areas of retail banking that have been largely ignored to date. Her research shows that, in addition to customers having a physical presence in and influence on organisational life, management and workers also construct discursive customers as a means of influencing the meanings attached to service work. The front-line workers are not passive recipients of managerial discourse but active agents, accommodating or resisting the impact of these customers.
Cutcher shows how these competing concepts of the customer influence both the customer-service provider relationship and service workers relationships with one another and with management.