Screen LibraryThe service providers
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| Main Authors: | |
|---|---|
| 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. |