大葉大學圖書館 |

The service providers[electronic resource] /

紀錄類型:	書目-語言資料,印刷品 : Monograph/item
杜威分類號:	658.8/12
書名/作者:	The service providers/ Dana Yagil.
作者:	Yagil, Danah.
出版者:	Basingstoke [England] ; : Palgrave Macmillan,, 2008.
面頁冊數:	1 online resource (x, 236 p.) : : ill.
附註:	Description based on print version record.
標題:	Customer services.
標題:	Customer relations.
標題:	Consumer satisfaction.
標題:	Dienstverlening.
標題:	Marketing.
標題:	Consumentengedrag
ISBN:	9780230582675 (electronic bk.)
ISBN:	0230582672 (electronic bk.)
書目註:	Includes bibliographical references (p. 204-232) and index.
內容註:	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.
摘要、提要註:	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.
電子資源:	access to fulltext (Palgrave)

The service providers[electronic resource] /
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: 9780230582675 (electronic bk.)

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

177483
Customer services.
Index Terms--Genre/Form:

336502
Electronic books.

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

Dewey Class. No.: 658.8/12

The service providers[electronic resource] /
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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 Customer services. $3 177483
650 0 $a Customer relations. $3 337138
650 0 $a Consumer satisfaction. $3 190751
650 1 7 $a Dienstverlening. $2 gtt $3 372968
650 1 7 $a Marketing. $3 173043
650 1 7 $a Consumentengedrag $2 gtt $3 372969
655 7 $a Electronic books. $2 local $3 336502
776 0 8 $i Print version: $a Yagil, Danah. $t Service providers. $d Basingstoke [England] ; New York. : Palgrave Macmillan, 2008 $z 9780230514973 $w (DLC) 2008011266 $w (OCoLC)214064059
856 4 0 $3 Palgrave Connect $u http://www.palgraveconnect.com/doifinder/10.1057/9780230582675 $z access to fulltext (Palgrave)