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.

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.