The Service Providers
Autor D. Yagilen Limba Engleză Hardback – 17 apr 2008
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Specificații
ISBN-13: 9780230514973
ISBN-10: 0230514979
Pagini: 236
Ilustrații: XI, 236 p.
Dimensiuni: 145 x 216 x 20 mm
Greutate: 0.41 kg
Ediția:2008 edition
Editura: Palgrave Macmillan UK
Locul publicării:London, United Kingdom
ISBN-10: 0230514979
Pagini: 236
Ilustrații: XI, 236 p.
Dimensiuni: 145 x 216 x 20 mm
Greutate: 0.41 kg
Ediția:2008 edition
Editura: Palgrave Macmillan UK
Locul publicării:London, United Kingdom
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Cuprins
Introduction PART ONE: BASIC PROCESSES IN THE SERVICE CONTEXT Pretending and Dissembling: the Act of Service. Influence and Control in the Service Interaction Social Exchange: Equity and Justice in Service PART TWO: CUSTOMER AND SERVICE PROVIDERS' ATTITUDES AND BEHAVIOURS Being Always Right: Customer Behaviour Towards Service Providers Being Only Human: Service Providers' Behaviour Toward Customers Service Providers Attributes Organizational Perspectives of the Service Role Service Relationships: the Impact of Service Providers on Customers Conclusion: Managerial Implications and Future Research Directions
Notă biografică
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.