The service providers
By: Dana Yagil.
Publisher: Palgrave Macmillan
Published: 2008
Place of publication: New York, N.Y
Language: eng
ISBN-13: 9780230514973
Subjects: Customer services; Customer relations; Consumer satisfaction
Notes: Includes bibliographical references and index.
Table of contents: title: Pretending and dissembling : the act of service; title: Influence and control in the service interaction; title: Social exchange : equity and justice in service; title: Being always right : customer behavior towards service providers; title: Being only human : service providers' behavior towards customers; title: Service provider attributes; title: Organizational perspectives of the service role; title: Service relationships : the impact of service providers on customers; title: Conclusion : managerial implications and future research directions.