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Books > Business & Economics > Industry & industrial studies > Service industries
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The Dynamics of Service - Reflections on the Changing Nature of Customer/Provider Interactions (Hardcover, 1st ed)
Loot Price: R1,272
Discovery Miles 12 720
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The Dynamics of Service - Reflections on the Changing Nature of Customer/Provider Interactions (Hardcover, 1st ed)
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A service revolution is sweeping America. Nearly three-quarters of
people in the U.S. labor force work in services, almost half of
family income is spent on services, and providing good service is
widely believed to be the key to an organization's success, whether
in for-profit, nonprofit, or government. Yet, in an era where the
customer is supposedly king, individuals are increasingly
dissatisfied with the service they receive. As more and more
services traditionally offered by indepAndent practitioners--such
as law, health, and mental health--shift to large organizations,
the quality of the customer-provider interaction deteriorates.
The Dynamics of Service is the first book to examine the service
transaction in depth from social, psychological, and management
perspectives. Barbara A. Gutek details the changing nature of
customer-provider interactions from relationships when a customer
has repeated contact with a particular provider--to encounters,
which typically consist of a single brief episode. She examines the
cumulative impact of this quiet revolution upon customers,
providers, and the enterprises that provide service--and shows how
it is changing the quality of our lives.
With powerful implications for health care, psychotherapy, higher
education, law, and all areas where work is rapidly being
restructured in large organizations, The Dynamics of Service
provides professionals in many disciplines with a common framework
for understanding how customers will be served in the future.
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