The Service Providers
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 organisations. 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.
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The Act of Service
List of Tables and Figures
Influence and Control in the Service Interaction
10 other sections not shown
Additionally Applied Psychology attitudes Bitner burnout call centers Chapter 1 note customer behaviors customer complaints customer misbehavior customer orientation customer satisfaction customer service customer-oriented customer's demands effect emotion regulation Emotional competence emotional contagion emotional display emotional labor employee's empowerment equity theory evaluation feedback feel Grandey his/her influence interaction with customers interpersonal involves ization Journal of Applied Journal of Business Journal of Marketing Journal of Retailing Journal of Service managerial Marketing Science Journal ment motivation needs negative norms organization's Organizational Behavior organizational citizenship behaviors outcomes parties perceived perceptions of service performance positive emotions providers and customers psychological contract reflected rewards role ambiguity role conflict Schaufeli script self-efficacy service climate service context service employees service encounter service interaction service organizations service orientation service provider's service providers service quality service relationships service role service sabotage Services Marketing social exchange Social exchange theory Social Psychology stress tion tomers