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.
Buy Service Providers book by Dana Yagil from Australia's Online Bookstore, Boomerang Books.
(216mm x 140mm x 18mm)
Publisher: Palgrave Macmillan
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Author Biography - Dana Yagil
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.