Should employees break the rules to help customers?

Cheryl Leo  from Murdoch University in Perth Australia.

This Study by Cheryl Leo is focused on how employees break the rules to help customers.  Cheryl’s Customer-Oriented Defiance (COD) concept is defined as “a frontline employee engaging in behaviors beyond the call of duty that represents the best interests of the customer, which may or may not be functional to the organization.”  Several types of Customer-Oriented Defiance (COD) are discussed: Righteous, Sacrificing and Sneaky Behaviors.

How should companies manage COD?

About Arie Goldshlager

Customer Insight, Customer Strategy, and Innovation Consultant
This entry was posted in Customer Retention, Frontline Employees. Bookmark the permalink.

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