The service providers:
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
New York, NY
Palgrave Macmillan
2008
|
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Item Description: | Includes bibliographical references and index |
| Physical Description: | XI, 236 S. graph. Darst. |
| ISBN: | 0230514979 9780230514973 |
Staff View
MARC
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| 245 | 1 | 0 | |a The service providers |c Dana Yagil |
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| 500 | |a Includes bibliographical references and index | ||
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| 650 | 4 | |a Customer relations | |
| 650 | 4 | |a Consumer satisfaction | |
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Record in the Search Index
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| adam_text | Contents
List of Tables and Figures viii
Preface ix
Acknowledgments xi
Introduction 1
Part I Basic Processes in the Service Context 9
1 Pretending and Dissembling: The Act of Service 11
2 Influence and Control in the Service Interaction 42
3 Social Exchange: Equity and Justice in Service 65
Part II Customer and Service Providers Attitudes 81
and Behaviors
4 Being Always Right: Customer Behavior Towards Service 83
Providers
5 Being Only Human: Service Providers Behavior Towards 104
Customers
6 Service Provider Attributes 125
7 Organizational Perspectives of the Service Role 140
8 Service Relationships: The Impact of Service Providers on 166
Customers
9 Conclusion: Managerial Implications and Future Research 186
Directions
Appendix: Bibliographic List of Electronically Available 204
Questionnaires
References 211
Index 233
List of Tables and Figures
List of Tables
1.1 Dramaturgical concepts and their meaning in the service 20
context
2.1 Examples of service provider and the customer power 55
bases
6.1 Dimensions of customer orientation 128
7.1 Organizational foundation of service climate 147
8.1 Customers experiences in service relationships 170
9.1 Managerial implications of service provider variables 198
List of Figures
1.1 Deep acting and surface acting 23
1.2 The effect of role demands on emotional labor 28
2.1 Interdependence in the service interaction 51
4.1 Customer misbehavior, its outcomes, and service 99
providers coping strategies
5.1 Adaptive and personalized service 108
5.2 Customer-related factors affecting discrimination in 116
service
7.1 Role stressors in service 154
8.1 The effect of service provider satisfaction and positive 180
emotions on customers
VIII
|
| adam_txt |
Contents
List of Tables and Figures viii
Preface ix
Acknowledgments xi
Introduction 1
Part I Basic Processes in the Service Context 9
1 Pretending and Dissembling: The Act of Service 11
2 Influence and Control in the Service Interaction 42
3 Social Exchange: Equity and Justice in Service 65
Part II Customer and Service Providers' Attitudes 81
and Behaviors
4 Being Always Right: Customer Behavior Towards Service 83
Providers
5 Being Only Human: Service Providers' Behavior Towards 104
Customers
6 Service Provider Attributes 125
7 Organizational Perspectives of the Service Role 140
8 Service Relationships: The Impact of Service Providers on 166
Customers
9 Conclusion: Managerial Implications and Future Research 186
Directions
Appendix: Bibliographic List of Electronically Available 204
Questionnaires
References 211
Index 233
List of Tables and Figures
List of Tables
1.1 Dramaturgical concepts and their meaning in the service 20
context
2.1 Examples of service provider and the customer power 55
bases
6.1 Dimensions of customer orientation 128
7.1 Organizational foundation of service climate 147
8.1 Customers'experiences in service relationships 170
9.1 Managerial implications of service provider variables 198
List of Figures
1.1 Deep acting and surface acting 23
1.2 The effect of role demands on emotional labor 28
2.1 Interdependence in the service interaction 51
4.1 Customer misbehavior, its outcomes, and service 99
providers' coping strategies
5.1 Adaptive and personalized service 108
5.2 Customer-related factors affecting discrimination in 116
service
7.1 Role stressors in service 154
8.1 The effect of service provider satisfaction and positive 180
emotions on customers
VIII |
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| spelling | Yagil, Danah Verfasser aut The service providers Dana Yagil New York, NY Palgrave Macmillan 2008 XI, 236 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Customer services Customer relations Consumer satisfaction Verbraucherzufriedenheit (DE-588)4129147-5 gnd rswk-swf Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Dienstleistung (DE-588)4012178-1 s Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s Verbraucherzufriedenheit (DE-588)4129147-5 s 1\p DE-604 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016543409&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis 1\p cgwrk 20201028 DE-101 https://d-nb.info/provenance/plan#cgwrk |
| spellingShingle | Yagil, Danah The service providers Customer services Customer relations Consumer satisfaction Verbraucherzufriedenheit (DE-588)4129147-5 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Dienstleistung (DE-588)4012178-1 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4129147-5 (DE-588)4326109-7 (DE-588)4012178-1 (DE-588)4236865-0 |
| title | The service providers |
| title_auth | The service providers |
| title_exact_search | The service providers |
| title_exact_search_txtP | The service providers |
| title_full | The service providers Dana Yagil |
| title_fullStr | The service providers Dana Yagil |
| title_full_unstemmed | The service providers Dana Yagil |
| title_short | The service providers |
| title_sort | the service providers |
| topic | Customer services Customer relations Consumer satisfaction Verbraucherzufriedenheit (DE-588)4129147-5 gnd Beziehungsmanagement (DE-588)4326109-7 gnd Dienstleistung (DE-588)4012178-1 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Customer services Customer relations Consumer satisfaction Verbraucherzufriedenheit Beziehungsmanagement Dienstleistung Kundenmanagement |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016543409&sequence=000004&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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