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Incorporate essence into function

An observation: While employees consistently execute the mandatory job functions (duties/tasks) for which they are paid, they inconsistently demonstrate the voluntary job essence (service behaviors)

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If you want to find out just how bad customer service is, go buy something. It hardly even matters where you go, who you call,

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Provide the unexpected

This post is the tenth in a series that has identified 10 different obstacles that have emerged from my analysis of customer satisfaction data. Perhaps

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