The service providers
| Main Author: | |
|---|---|
| Language: | English |
| Published: |
New York.
Palgrave Macmillan
2008
|
| Subjects: |
Table of Contents:
- Pretending and dissembling : the act of service
- Influence and control in the service interaction
- Social exchange : equity and justice in service
- Being always right : customer behavior towards service providers
- Being only human : service providers? behavior towards customers
- Service provider attributes
- Organizational perspectives of the service role
- Service relationships : the impact of service providers on customers
- Conclusion : managerial implications and future research directions