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.

Autorentext

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.

Inhalt
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