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Customers and customer service in the future: The generation gap (2010)

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Examines how the generation gap does (or doesn’t) affect customers’ service experiences.

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Written by Dr. Daniel Nunan and Professor Simon Knox of Cranfield University School of Management.

A generation gap implies that it may be diffcult for an employee from one generation to get along with a customer from another, or even for employees from different generations to work with each other.

However, despite what media coverage may suggest, research suggests that generational differences are not as important as claimed and that HR policies focused on these differences may even hinder improvements in workplace diversity required to meet expectations of customer service in the 21st century.


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