ABSTRACT
All of these organizations have staff whose specific role is to be in direct contact with customers. In shops it is the sales staff; in hospitals it is receptionists, nurses, surgeons, physiotherapists, radiographers, pharmacists and various others; in the Benefits Agency and the building society it is the counter staff and to some extent the manager; in the car manufacturer it is the sales force and the customer support and liaison teams; in big hotels it is receptionists, porters, bar staff, waiters, security staff and garage attendants.
