Showing papers on "Customer relationship management published in 1981"
TL;DR: In this paper, customer relations department employees received three training sessions in transactional analysis, and a post-training multiple choice test showed relative mastery of TA principles and concepts and significant positive changes in both measures.
Abstract: Customer relations department employees received three training sessions in transactional analysis. A post-training multiple choice test showed relative mastery of TA principles and concepts. Pre-, during, and post-training measures of employee perceptions of customer satisfaction, and customer reports of degree of satisfaction indicated significant positive changes in both measures. Post-training interviews of employees and management evaluations of departmental performance concurred in supporting hypotheses of increased organization and work effectiveness.
3 citations