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The service providers

Record Type:	Electronic resources : Monograph/item
Title/Author:	The service providers/ Dana Yagil.
Author:	Yagil, Danah.
Published:	Basingstoke [England] ;Palgrave Macmillan, : 2008.,
Description:	1 online resource (x, 236 p.) :ill. :
Notes:	Description based on print version record.
Subject:	Customer services. -
Online resource:	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:

100627
Customer services.
Index Terms--Genre/Form:

96803
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. : $c 2008. $b Palgrave Macmillan,
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 services. $3 100627
650 0 $a Customer relations. $3 100538
650 0 $a Consumer satisfaction. $3 85263
650 1 7 $a Dienstverlening. $2 gtt $3 291918
650 1 7 $a Marketing. $3 73316
650 1 7 $a Consumentengedrag $2 gtt $3 294290
655 7 $a Electronic books. $2 local. $3 96803
776 0 8 $i Print version: $a Yagil, Danah. $t Service providers. $d Basingstoke [England] ; New York. : Palgrave Macmillan, 2008 $z 9780230514973 $w (DLC) 2008011266 $w (OCoLC)214064059
856 4 0 $3 Palgrave Connect $u http://www.palgraveconnect.com/doifinder/10.1057/9780230582675 $z access to fulltext (Palgrave)