Association of Marketing Theory and Practice Proceedings 2013

Document Type

Conference Proceeding

Conference Track

Supply Chain Management/ International Marketing/ Business to Business Marketing

Publication Date



This article provides a description of the changing needs and role of customer service employees, their competencies, job requirements, and training needs. Four key findings for developing effective training options are discussed. The data comes from an original research project funded by the Council of Logistics Management (CSCMP).

About the Authors

Dr. Stephen A. LeMay is Associate Professor of Marketing at The University of West Florida. He is also Professor Emeritus of Marketing and Logistics at Mississippi State University. He received his doctorate in transportation and logistics from the University of Tennessee, Knoxville. His work has appeared in many academic journals and trade publications. He has coauthored three books on logistics and supply chains.

Dave McMahon is an Associate Professor of Marketing in The Graziadio School at Pepperdine University. Dr. McMahon’s research interests are in the areas of services, logistics, and the use of websites by nonprofit organizations. Dr. McMahon is co-author of one book and his research has been published in a number of academic journals and proceedings including the Journal of Marketing Theory and Practice.

Jeffery A. Periatt is Associate Professor Department of Marketing at Auburn University Montgomery. Dr. Periatt’s research interests include psychology and supply chain management.

Rose Opengart is an Assistant Professor of Business at Embry-Riddle Aeronautical University,Worldwide. Her work has appeared in many academic journals. Her research interests include collaborative supply chain management, emotional intelligence, and career development.

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