Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler

Exercise 6

Assume that you are the manager of a crew of frontline customer-service employees in a credit card company. Assume that these employees work over the phone and that they deal primarily with customer requests, questions, and complaints. In this specific context,
a. Define what is meant by boundary-spanning roles, and discuss the basic purposes or functions of participants in these roles.
b. Discuss two of the potential conflicts that your employees may face on the basis of their roles as boundary spanners.
c. Discuss how you, as their supervisor, might deal with these conflicts based on what you have learned.