The Service Providers

Hardcover | June 15, 2008

byDana Yagil

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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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From the Publisher

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.

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.
Format:HardcoverDimensions:248 pages, 8.8 × 5.68 × 0.8 inPublished:June 15, 2008Publisher:Palgrave MacmillanLanguage:English

The following ISBNs are associated with this title:

ISBN - 10:0230514979

ISBN - 13:9780230514973

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Extra Content

Table of Contents

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