Rewarding customer service? Using reward and recognition to deliver your customer service strategy

West, Michael, Fisher, Gary, Carter, Matthew, Gould, Vikki and Scully, Judy (2005). Rewarding customer service? Using reward and recognition to deliver your customer service strategy. CIPD.

Abstract

This report examines the role of reward and recognition in helping organisations deliver excellent customer service. It identifies the impact that reward and recognition practice has upon customer service and highlights which practices are more effective; shows the extent to which employees are satisfied with the rewards and recognition they receive; indicates those approaches to reward and recognition most associated with staff commitment; and looks at how other factors affect employee satisfaction with reward and recognition.

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