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The service providers

Yagil, Danah.

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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.
[NT 15003449]:	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.
Subject:	Consumer satisfaction. -
Online resource:	http://link.springer.com/10.1057/9780230582675access to fulltext (Palgrave)
ISBN:	0230582672 (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: 0230582672 (electronic bk.)

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

578584
Consumer satisfaction.
Index Terms--Genre/Form:

542853
Electronic books.

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

Dewey Class. No.: 658.8/12

The service providers
LDR:02298cmm 2200301 a 45 001 903705
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006 m d
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020 $a 0230582672 (electronic bk.)
020 $a 9780230582675 (electronic bk.)
024 7 $a 10.1057/9780230582675 $2 doi
035 $a Palgrave
035 $a 903705
040 $a UKPGM $b eng $c UKPGM $d YDXCP $d N $t $d EBLCP $d IDEBK
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050 4 $a HF5415.5 $b .Y34 2008eb
082 0 4 $a 658.8/12 $2 22
100 1 $a Yagil, Danah. $3 1083604
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 Consumer satisfaction. $2 lcstt $3 578584
650 0 $a Customer relations. $3 578582
650 0 $a Customer services. $3 657636
650 1 7 $a Consumentengedrag $2 gtt $3 1083605
650 1 7 $a Dienstverlening. $2 gtt $3 1068615
650 1 7 $a Marketing. $3 536353
655 7 $a Electronic books. $2 lcsh $3 542853
856 4 0 $3 Palgrave Connect $u http://link.springer.com/10.1057/9780230582675 $z access to fulltext (Palgrave)