The service providers
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Main Authors: | |
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Published: |
Palgrave Macmillan,
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Publisher Address: | Basingstoke [England] New York. |
Publication Dates: | 2008. |
Literature type: | Book |
Language: | English |
Subjects: | |
Carrier Form: | xi, 236 p.: ill. ; 23 cm. |
ISBN: |
9780230514973 (alk. paper) 0230514979 (alk. paper) |
Index Number: | F713 |
CLC: | F713.5 |
Call Number: | F713.5/Y129 |
Contents: |
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 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. |