The service providers /
Yagil, Danah.
Basingstoke : Palgrave Macmillan,
2008.
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 justice in 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.
Customer services.
Customer relations.
Consumer satisfaction.