Customer service intelligence: perspectives for human resources and training
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Oxford
Butterworth-Heinemann
2008
|
| Schlagworte: | |
| Online-Zugang: | Table of contents only Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | xx, 187 p. ill. 25 cm |
| ISBN: | 9780750681902 075068190X |
Internformat
MARC
| LEADER | 00000nam a2200000zc 4500 | ||
|---|---|---|---|
| 001 | BV035781719 | ||
| 003 | DE-604 | ||
| 007 | t | ||
| 008 | 091021s2008 ne a||| |||| 00||| eng d | ||
| 010 | |a 2008297529 | ||
| 015 | |a GBA792425 |2 dnb | ||
| 020 | |a 9780750681902 |c pbk. |9 978-0-7506-8190-2 | ||
| 020 | |a 075068190X |c pbk. |9 0-7506-8190-X | ||
| 035 | |a (OCoLC)254186644 | ||
| 035 | |a (DE-599)BVBBV035781719 | ||
| 040 | |a DE-604 |b ger |e aacr | ||
| 041 | 0 | |a eng | |
| 044 | |a ne |c NL | ||
| 050 | 0 | |a HF5415.5 | |
| 082 | 0 | |a 658.812 | |
| 100 | 1 | |a Van Der Wagen, Lynn |e Verfasser |4 aut | |
| 245 | 1 | 0 | |a Customer service intelligence |b perspectives for human resources and training |c Lynn Van Der Wagen |
| 264 | 1 | |a Oxford |b Butterworth-Heinemann |c 2008 | |
| 300 | |a xx, 187 p. |b ill. |c 25 cm | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 500 | |a Includes bibliographical references and index | ||
| 650 | 4 | |a Customer services | |
| 650 | 4 | |a Customer services |x Study and teaching | |
| 856 | 4 | |u http://www.loc.gov/catdir/toc/fy0803/2008297529.html |3 Table of contents only | |
| 856 | 4 | 2 | |m HBZ Datenaustausch |q application/pdf |u http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018641222&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |3 Inhaltsverzeichnis |
Datensatz im Suchindex
| _version_ | 1805082911107448832 |
|---|---|
| adam_text |
Contents
Preface ix
Acknowledgements xvii
Introduction xix
1 Training Design 1
Central theme 2
Training recommendations 2
Learners must have fun? 4
Approaches to learning 4
Training methods 7
Planned and purposeful 8
Summary 10
Questions 12
2 Services Marketing 15
Central theme 16
Training implications 16
Introduction 17
The contemporary environment 17
Perception 19
Classifying services 20
Services marketing 22
Organizational training and development 26
Summary 27
Questions 30
Contents
3 Emotional Intelligence 33
Central theme 34
Training implications 34
Introduction 35
Implications for employee selection 37
Attitudinal training 39
Turning awareness into competence 44
Summary 44
4 Reinforcement Theory 47
Central theme 48
Training implications 48
Introduction 48
Determining a training need 50
Reinforcement schedules 53
Articulating outcomes 54
Benefits of reinforcement 54
Application of behaviour management in the workplace 59
Modelling 63
Cautionary notes 64
Summary 65
5 Leadership and Motivation 69
Central theme 70
Training implications 70
Introduction 71
Two-dimensional theories 72
Situational theories of leadership 74
Contingency approaches 75
Expectancy theory of motivation 76
The trainer as leader 77
Goal orientation 78
Summary 79
Questions 80
6 Competency-Based Training 83
Central theme 84
VI
Contents
Training implications 84
Introduction 85
What is competency-based training? 85
Model for competence 87
Generic competencies 88
Contexts for service competence 89
Organizational development 91
Workplace training 92
Learning contracts 93
Questions 95
Competency-based training for college-based learning 96
Summary 96
7 Developing Expertise 99
Central theme 100
Training implications 100
Introduction 101
Knowing that, knowing how, wanting to know 102
Problem-solving 105
Adult learning 106
Questions 108
Transfer of learning 108
Scaffolding 110
Summary 111
8 Sociocultural Perspectives 115
Central theme 116
Training implications 116
Introduction 117
Communities of practice 118
Customer service culture 119
Training approaches 120
Describing the context 121
Critical incident analysis 126
Brainstorm ing 128
Conversational learning 129
Snmmarv 130
VII
Contents
9 Activity Theory 133
Central theme 134
Training implications 134
Introduction 135
Activity theory 135
Social cognition learning 138
Activity theory and learning 140
Mass marketing and customization 142
Summary 143
10 Zen and Mindfulness 147
Central theme 148
Training implications 148
Introduction 148
Mindfulness using conditional language 151
Stereotyping and customer service 154
Perspective taking 155
Summary 156
11 Conclusion 159
One size does not fit all 160
Innovation in customer service training 160
Careers in training and education 162
Appendix A Sample Generic Competency Units and Elements 165
Appendix B Negotiating a Learning Contract 177
Index 185
VIII |
| any_adam_object | 1 |
| author | Van Der Wagen, Lynn |
| author_facet | Van Der Wagen, Lynn |
| author_role | aut |
| author_sort | Van Der Wagen, Lynn |
| author_variant | d w l v dwl dwlv |
| building | Verbundindex |
| bvnumber | BV035781719 |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 |
| callnumber-search | HF5415.5 |
| callnumber-sort | HF 45415.5 |
| callnumber-subject | HF - Commerce |
| ctrlnum | (OCoLC)254186644 (DE-599)BVBBV035781719 |
| dewey-full | 658.812 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.812 |
| dewey-search | 658.812 |
| dewey-sort | 3658.812 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
| fullrecord | <?xml version="1.0" encoding="UTF-8"?><collection xmlns="http://www.loc.gov/MARC21/slim"><record><leader>00000nam a2200000zc 4500</leader><controlfield tag="001">BV035781719</controlfield><controlfield tag="003">DE-604</controlfield><controlfield tag="007">t</controlfield><controlfield tag="008">091021s2008 ne a||| |||| 00||| eng d</controlfield><datafield tag="010" ind1=" " ind2=" "><subfield code="a">2008297529</subfield></datafield><datafield tag="015" ind1=" " ind2=" "><subfield code="a">GBA792425</subfield><subfield code="2">dnb</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">9780750681902</subfield><subfield code="c">pbk.</subfield><subfield code="9">978-0-7506-8190-2</subfield></datafield><datafield tag="020" ind1=" " ind2=" "><subfield code="a">075068190X</subfield><subfield code="c">pbk.</subfield><subfield code="9">0-7506-8190-X</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(OCoLC)254186644</subfield></datafield><datafield tag="035" ind1=" " ind2=" "><subfield code="a">(DE-599)BVBBV035781719</subfield></datafield><datafield tag="040" ind1=" " ind2=" "><subfield code="a">DE-604</subfield><subfield code="b">ger</subfield><subfield code="e">aacr</subfield></datafield><datafield tag="041" ind1="0" ind2=" "><subfield code="a">eng</subfield></datafield><datafield tag="044" ind1=" " ind2=" "><subfield code="a">ne</subfield><subfield code="c">NL</subfield></datafield><datafield tag="050" ind1=" " ind2="0"><subfield code="a">HF5415.5</subfield></datafield><datafield tag="082" ind1="0" ind2=" "><subfield code="a">658.812</subfield></datafield><datafield tag="100" ind1="1" ind2=" "><subfield code="a">Van Der Wagen, Lynn</subfield><subfield code="e">Verfasser</subfield><subfield code="4">aut</subfield></datafield><datafield tag="245" ind1="1" ind2="0"><subfield code="a">Customer service intelligence</subfield><subfield code="b">perspectives for human resources and training</subfield><subfield code="c">Lynn Van Der Wagen</subfield></datafield><datafield tag="264" ind1=" " ind2="1"><subfield code="a">Oxford</subfield><subfield code="b">Butterworth-Heinemann</subfield><subfield code="c">2008</subfield></datafield><datafield tag="300" ind1=" " ind2=" "><subfield code="a">xx, 187 p.</subfield><subfield code="b">ill.</subfield><subfield code="c">25 cm</subfield></datafield><datafield tag="336" ind1=" " ind2=" "><subfield code="b">txt</subfield><subfield code="2">rdacontent</subfield></datafield><datafield tag="337" ind1=" " ind2=" "><subfield code="b">n</subfield><subfield code="2">rdamedia</subfield></datafield><datafield tag="338" ind1=" " ind2=" "><subfield code="b">nc</subfield><subfield code="2">rdacarrier</subfield></datafield><datafield tag="500" ind1=" " ind2=" "><subfield code="a">Includes bibliographical references and index</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield></datafield><datafield tag="650" ind1=" " ind2="4"><subfield code="a">Customer services</subfield><subfield code="x">Study and teaching</subfield></datafield><datafield tag="856" ind1="4" ind2=" "><subfield code="u">http://www.loc.gov/catdir/toc/fy0803/2008297529.html</subfield><subfield code="3">Table of contents only</subfield></datafield><datafield tag="856" ind1="4" ind2="2"><subfield code="m">HBZ Datenaustausch</subfield><subfield code="q">application/pdf</subfield><subfield code="u">http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018641222&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA</subfield><subfield code="3">Inhaltsverzeichnis</subfield></datafield></record></collection> |
| id | DE-604.BV035781719 |
| illustrated | Illustrated |
| indexdate | 2024-07-20T07:40:10Z |
| institution | BVB |
| isbn | 9780750681902 075068190X |
| language | English |
| lccn | 2008297529 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-018641222 |
| oclc_num | 254186644 |
| open_access_boolean | |
| owner | DE-861 |
| owner_facet | DE-861 |
| physical | xx, 187 p. ill. 25 cm |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| publisher | Butterworth-Heinemann |
| record_format | marc |
| spelling | Van Der Wagen, Lynn Verfasser aut Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen Oxford Butterworth-Heinemann 2008 xx, 187 p. ill. 25 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Customer services Customer services Study and teaching http://www.loc.gov/catdir/toc/fy0803/2008297529.html Table of contents only HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018641222&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Van Der Wagen, Lynn Customer service intelligence perspectives for human resources and training Customer services Customer services Study and teaching |
| title | Customer service intelligence perspectives for human resources and training |
| title_auth | Customer service intelligence perspectives for human resources and training |
| title_exact_search | Customer service intelligence perspectives for human resources and training |
| title_full | Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen |
| title_fullStr | Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen |
| title_full_unstemmed | Customer service intelligence perspectives for human resources and training Lynn Van Der Wagen |
| title_short | Customer service intelligence |
| title_sort | customer service intelligence perspectives for human resources and training |
| title_sub | perspectives for human resources and training |
| topic | Customer services Customer services Study and teaching |
| topic_facet | Customer services Customer services Study and teaching |
| url | http://www.loc.gov/catdir/toc/fy0803/2008297529.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=018641222&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT vanderwagenlynn customerserviceintelligenceperspectivesforhumanresourcesandtraining |