Successful firms are making a concerted effort to develop closer ties to their customers. However, the customer has not always been king. By describing the dialectic character of customer service and tracing it back in history, this paper provides some of the knowledge necessary to explain its...

Centers on motivation in work organizations, yesterday, today and tomorrow. To retain qualified employees in an organization and to maintain a satisfactory type of role performance, people’s experiences in the system must be rewarding, particularly if they have freedom to move in and out of...