Wow! eBook
The Service Providers 1st ed. 2008 Edition
Author(s): D. Yagil (Author)
- Publisher: Palgrave Macmillan
- Publication Date: 17 April 2008
- Edition: 1st ed. 2008
- Language: English
- Print length: 247 pages
- ISBN-10: 1349353787
- ISBN-13: 9781349353781
Book Description
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.
Editorial Reviews
About the Author
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.
