The Service Providers
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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The Act of Service
List of Tables and Figures
Influence and Control in the Service Interaction
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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