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Autor: D. Yagil
ISBN-13: 9780230514973
Einband: Buch
Seiten: 236
Gewicht: 439 g
Format: 225x147x25 mm
Sprache: Englisch
Introduction PART ONE: BASIC PROCESSES IN THE SERVICE CONTEXT Pretending and Dissembling: the Act of Service. Influence and Control in the Service Interaction Social Exchange: Equity and Justice in Service PART TWO: CUSTOMER AND SERVICE PROVIDERS' ATTITUDES AND BEHAVIOURS Being Always Right: Customer Behaviour Towards Service Providers Being Only Human: Service Providers' Behaviour Toward Customers Service Providers Attributes Organizational Perspectives of the Service Role Service Relationships: the Impact of Service Providers on Customers Conclusion: Managerial Implications and Future Research Directions
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
Autor: D. Yagil
DANA YAGIL is a Senior lecturer of social and organizational psychology in the Department of Human Services in the University of Haifa, Israel. Her research interests lie in interpersonal relationships in organizations and in the psychology of customer services.
Autor: D. Yagil
ISBN-13:: 9780230514973
ISBN: 0230514979
Verlag: Springer Palgrave Macmillan, Palgrave Macmillan UK, Macmillan Education
Gewicht: 439g
Seiten: 236
Sprache: Englisch
Auflage 2008
Sonstiges: Buch, 225x147x25 mm