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The service providers

Yagil, Danah.

The service providers

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	The service providersDana Yagil.
作者:	Yagil, Danah.
出版者:	Basingstoke [England] ;Palgrave Macmillan,2008.
面頁冊數:	1 online resource (x, 236 p.) :ill.
附註:	Description based on print version record.
標題:	Customer relations.
電子資源:	access to fulltext (Palgrave)
ISBN:	9780230582675 (electronic bk.)

The service providers
Yagil, Danah.

The service providers[electronic resource] /Dana Yagil. - Basingstoke [England] ;Palgrave Macmillan,2008. - 1 online resource (x, 236 p.) :ill.

Description based on print version record.

Includes bibliographical references (p. 204-232) and index.

Pretending and dissembling : the act of service -- Influence and control in the service interaction -- Social exchange : equity and justicein service -- Being always right : customer behavior towards service providers -- Being only human : service providers' behavior towards customers -- Service provider attributes -- Organizational perspectives of the service role -- Service relationships : the impact of service providers on customers -- Conclusion : managerial implications and future research directions.

The success of service organizations ultimately depends on employeesin 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.

ISBN: 9780230582675 (electronic bk.)

Standard No.: 10.1057/9780230582675doiSubjects--Topical Terms:

202164
Customer relations.
Index Terms--Genre/Form:

214472
Electronic books.

LC Class. No.: HF5415.5 / .Y34 2008eb

Dewey Class. No.: 658.8/12

The service providers
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245 1 4 $a The service providers $h [electronic resource] / $c Dana Yagil.
260 $a Basingstoke [England] ; $a New York. : $b Palgrave Macmillan, $c 2008.
300 $a 1 online resource (x, 236 p.) : $b ill.
500 $a Description based on print version record.
504 $a Includes bibliographical references (p. 204-232) and index.
505 0 $a Pretending and dissembling : the act of service -- Influence and control in the service interaction -- Social exchange : equity and justicein service -- Being always right : customer behavior towards service providers -- Being only human : service providers' behavior towards customers -- Service provider attributes -- Organizational perspectives of the service role -- Service relationships : the impact of service providers on customers -- Conclusion : managerial implications and future research directions.
520 $a The success of service organizations ultimately depends on employeesin 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.
650 0 $a Customer relations. $3 202164
650 0 $a Consumer satisfaction. $3 220965
650 1 7 $a Dienstverlening. $2 gtt $3 454867
650 1 7 $a Marketing. $3 182957
650 1 7 $a Consumentengedrag $2 gtt $3 475046
650 0 $a Customer services. $3 200368
655 7 $a Electronic books. $2 local. $3 214472
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856 4 0 $3 Palgrave Connect $u http://www.palgraveconnect.com/doifinder/10.1057/9780230582675 $z access to fulltext (Palgrave)