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Yagil, Dana

The Service Providers

Yagil, Dana - The Service Providers, ebook

145,15€

Ebook, PDF with Adobe DRM
ISBN: 9780230582675
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Table of contents

1. Introduction
Dana Yagil

Part I. Basic Processes in the Service Context

2. Pretending and Dissembling: The Act of Service
Dana Yagil

3. Influence and Control in the Service Interaction
Dana Yagil

4. Social Exchange: Equity and Justice in Service
Dana Yagil

Part II. Customer and Service Providers’ Attitudes and Behaviors

5. Being Always Right: Customer Behavior Towards Service Providers
Dana Yagil

6. Being Only Human: Service Providers’ Behavior Towards Customers
Dana Yagil

7. Service Provider Attributes
Dana Yagil

8. Organizational Perspectives of the Service Role
Dana Yagil

9. Service Relationships: The Impact of Service Providers on Customers
Dana Yagil

10. Conclusion: Managerial Implications and Future Research Directions
Dana Yagil

Keywords: Business and Management, Human Resource Management

Author(s)
Publisher
Springer
Publication year
2008
Language
en
Edition
1
Page amount
247 pages
Category
Economy
Format
Ebook
eISBN (PDF)
9780230582675
Printed ISBN
978-1-349-35378-1

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