The Service Providers

Front Cover
Palgrave Macmillan, Jun 15, 2008 - Business & Economics - 248 pages
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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.

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Contents

The Act of Service
11
List of Tables and Figures
20
Influence and Control in the Service Interaction
42
Copyright

10 other sections not shown

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About the author (2008)

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.

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