Service Providers

Name: Service Providers
Brand: PALGRAVE MACMILLAN
SKU: 9780230514973
Price: 2567 CZK
Availability: InStock

Autor: Dana Yagil

Jazyk:

Vazba: Pevná

Vydavatel: PALGRAVE MACMILLAN

Dostupnost: Skladem u dodavatele v malém množství

Odesíláme za 11-15 dnů

2 567 Kč

The success of service organizations ultimately depends on employees in customer service roles; thei...

Informace o knize

Autor

Dana Yagil

Jazyk

Angličtina

Vazba

Kniha - Pevná

Vydáno

2008

Stránek

236

EAN

9780230514973

ISBN

0230514979

Enbook ID

04554678

Vydavatel

PALGRAVE MACMILLAN

Hmotnost

445

Rozměry

140 x 216 x 18

Kompletní popis

The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. However, despite the growth in the number of studies which have explored issues relating to service providers, no book has so far integrated the knowledge regarding customer contact employees. The Service Providers is designed to fill the gap by discussing distinctive issues relevant to service providers, while linking them to extant research on customers and service in organisations. Integrating theory and research, it looks at factors that determine the performance of service providers, applies models of social psychology and organizational behavior to the analysis of the service role and points to important managerial implications.

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