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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.

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Book Details

ISBN: 9780230514973
ISBN-10: 0230514979
Format: Hardback
(216mm x 140mm x 18mm)
Pages: 247
Imprint: Palgrave Macmillan
Publisher: Palgrave Macmillan
Publish Date: 17-Apr-2008
Country of Publication: United Kingdom

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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.