| Document Type
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BL
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| Record Number
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1004748
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| Doc. No
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b759118
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| Main Entry
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Yagil, Danah.
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| Title & Author
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The service providers /\ Dana Yagil.
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| Publication Statement
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Basingstoke [England] ;New York. :: Palgrave Macmillan,, 2008.
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| Page. NO
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x, 236 pages :: illustrations ;; 23 cm
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| ISBN
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0230514979
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: 9780230514973
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| Bibliographies/Indexes
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Includes bibliographical references (pages 204-232) and index.
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| Contents
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Pretending and dissembling : the act of service -- Influence and control in the service interaction -- Social exchange : equity and justice in 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.
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| Abstract
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Integrating theory and research, this title discusses the distinctive issues relevant to service providers and provides a range of integrated knowledge on employees in customer service roles.
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| Subject
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Consumer satisfaction.
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Customer relations.
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Customer services.
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Beziehungsmanagement
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Consumer satisfaction.
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| Subject
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Consumer satisfaction.
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| Subject
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Customer relations.
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| Subject
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Customer relations.
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| Subject
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Customer services.
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Customer services.
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Kundenmanagement
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Verbraucherzufriedenheit
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| Subject
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Consumentengedrag.
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| Subject
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Dienstverlening.
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| Subject
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Marketing.
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| Dewey Classification
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658.8/12
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| LC Classification
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HF5415.5.Y34 2008
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| NLM classification
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85.40bcl
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