People—network partners, employees, and customers—are central to the cocreation of customer experiences. In a customer-focused, knowledge-based marketplace, employees are critical to the design and delivery of services that lead to business success. For example, Google sets a high standard. Whether you’re applying for an administrative assistant position or that of senior engineer, every candidate is screened by their potential boss, potential colleagues, a hiring committee, and finally Google CEO Larry Page.1 Hence, this chapter begins by discussing four categories of people directly concerned with delivering effective service:
Customer contact personnel
Network partners ...