The Service Providers by D. YagilThe Service Providers by D. Yagil

The Service Providers

byD. Yagil

Hardcover | April 17, 2008

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about

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.

About The Author

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.

Details & Specs

Title:The Service ProvidersFormat:HardcoverDimensions:248 pages, 8.5 × 5.51 × 0.03 inPublished:April 17, 2008Publisher:Palgrave Macmillan UKLanguage: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