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Palgrave Macmillan

The Service Providers

  • Book
  • © 2008

Overview

Authors:
  1. Dana Yagil
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Table of contents (10 chapters)

  1. Front Matter

    Pages i-xi
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  2. Introduction

    1. Introduction

      • Dana Yagil
      Pages 1-8

  3. Basic Processes in the Service Context

    1. Front Matter

      Pages 9-9
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    2. Pretending and Dissembling: The Act of Service

      • Dana Yagil
      Pages 11-41

    3. Influence and Control in the Service Interaction

      • Dana Yagil
      Pages 42-64

    4. Social Exchange: Equity and Justice in Service

      • Dana Yagil
      Pages 65-80

  4. Customer and Service Providers’ Attitudes and Behaviors

    1. Front Matter

      Pages 81-81
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    2. Being Always Right: Customer Behavior Towards Service Providers

      • Dana Yagil
      Pages 83-103

    3. Being Only Human: Service Providers’ Behavior Towards Customers

      • Dana Yagil
      Pages 104-124

    4. Service Provider Attributes

      • Dana Yagil
      Pages 125-139

    5. Organizational Perspectives of the Service Role

      • Dana Yagil
      Pages 140-165

    6. Service Relationships: The Impact of Service Providers on Customers

      • Dana Yagil
      Pages 166-185

    7. Conclusion: Managerial Implications and Future Research Directions

      • Dana Yagil
      Pages 186-203

  5. Back Matter

    Pages 204-236
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Keywords

About this book

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.

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.

Bibliographic Information

  • Book Title: The Service Providers

  • Authors: Dana Yagil

  • DOI: https://doi.org/10.1057/9780230582675

  • Publisher: Palgrave Macmillan London

  • eBook Packages: Palgrave Business & Management Collection, Business and Management (R0)

  • Copyright Information: Palgrave Macmillan, a division of Macmillan Publishers Limited 2008

  • Hardcover ISBN: 978-0-230-51497-3Published: 17 April 2008

  • Softcover ISBN: 978-1-349-35378-1Published: 17 April 2008

  • eBook ISBN: 978-0-230-58267-5Published: 17 April 2008

  • Edition Number: 1

  • Number of Pages: XI, 236

  • Topics: Human Resource Management

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