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About this book
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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Table of contents (10 chapters)
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Front Matter
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Introduction
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Basic Processes in the Service Context
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Front Matter
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Customer and Service Providers’ Attitudes and Behaviors
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Front Matter
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Back Matter
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.
Bibliographic Information
Book Title: The Service Providers
Authors: Dana Yagil
DOI: https://doi.org/10.1057/9780230582675
Publisher: Palgrave Macmillan London
eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)
Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2008
Hardcover ISBN: 978-0-230-51497-3Published: 17 April 2008
Softcover ISBN: 978-1-349-35378-1Published: 17 April 2008
eBook ISBN: 978-0-230-58267-5Published: 17 April 2008
Edition Number: 1
Number of Pages: XI, 236
Topics: Human Resource Management