| Description |
x, 236 pages : illustrations ; 23 cm |
| Contents |
Pretending and dissembling : the act of service -- Influence and control in the service interaction -- Social exchange : equity and justice in service -- Being always right : customer behavior towards service providers -- Being only human : service providers' behavior towards customers -- Service provider attributes -- Organizational perspectives of the service role -- Service relationships : the impact of service providers on customers -- Conclusion : managerial implications and future research directions |
| Summary |
"The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. However, despite the growth in the number of studies which have explored issues relating to service providers, no book has so far integrated the knowledge regarding customer contact employees. The Service Providers is designed to fill the gap by discussing distinctive issues relevant to service providers, while linking them to extant research on customers and service in organizations. Integrating theory and research, it looks at factors that determine the performance of service providers, applies models of social psychology and organizational behavior to the analysis of the service role and points to important managerial implications."--BOOK JACKET |
| Bibliography |
Includes bibliographical references (pages 204-232) and index |
| Subject |
Customer services.
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Customer relations.
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Consumer satisfaction.
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| LC no. |
2008011266 |
| ISBN |
9780230514973 (alk. paper) |
|
0230514979 (alk. paper) |
|
