This work discusses the distinctive issues relevant to service
providers and provides a range of integrated knowledge on employees
in customer service roles. It is the first book to integrate theory
and research on service providers. It presents the major themes
that emerge in the literature regarding the service role. It also
presents customer services from the unique view point of social
psychology. It describes and explains the major concepts in
service. The success of service organizations ultimately depends on
employees in customer service roles; their performance affects
customer satisfaction and loyalty. This book explores the factors
that determine the performance of service providers, and points to
important managerial implications.
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