The Service Providers

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Palgrave Macmillan, Jun 15, 2008 - Business & Economics - 236 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. 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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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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