Buy custom employees are more important than customers

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2007).

While frontline employees directly affect the financial performance of a company, a study by Northwestern University in the United States affirms that employees that do not have direct contact with customers still contribute to a firm’s profitability (Terzo. 2005).

Employees contribute to a wide range of service experience elements; including word of mouth, quality, satisfaction, loyalty, and critical incidents and moment of truth...

Through the fulfilment of these areas, company’s can perform at reduced costs and display increased interaction both internally and with customers. This efficient disposition develops strong relational bonds and creates opportunities to cross-sell (Berry, 1995). It is therefore evident that the role employees play in any successful service encounter positively contributes to a company’s ability to generate a profit, reaffirming the notion that employees are more important than customers...

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