ABSTRACT
In a direct service industry where a proportion of employees deal face to face with customers, the human resource strategy is often simply 'get the right people' and everything will be fine. While it is undoubtedly true that not everyone can take on a role of this type, it is also true that sometimes there are those who can find performance difficult to sustain. In other words, there are inherent problems in the customer-staff relationship that have to be faced by those who are suited to the work and by those who are not. It is not just a case of recruiting the right people.
