Ultimate Broadening of the Concept of Marketing: B-to-O-to-C Training Service Professionals Not to Inadvertently Kill Their Clients |
| |
| Authors: | Arch G Woodside Pedro Mir-Bernal |
| |
| Institution: | 1. Department of Marketing, Curtin University , Perth, Australia arch.woodside@curtin.edu.au arch.woodside@bc.edu https://orcid.org/0000-0002-2373-6243;3. Department of Marketing, University of Navarra , Madrid, Spain https://orcid.org/0000-0003-1832-7602 |
| |
| Abstract: | ABSTRACT Purpose This précis on recent service breakdown prevention (SBP) theory and research advocates innovation organizational leadership and actions via business-to-organization (B-to-O) training focusing on how to manage face-to-face server-client encounters by designing/engaging in effective processes to achieve highly desirable outcomes. This research note advocates the use of role-playing training in experiencing simulated disastrous processes and how-to-avoid such outcomes. |
| |
| Keywords: | Client frontline kill maim policy server servicide training |
|
![ORCID Icon]({"type":"image","src":"/templates/jsp/images/orcid.png"} "ORCID Icon")
https://orcid.org/0000-0002-2373-6243;3. Department of Marketing, University of Navarra , Madrid, Spain