The Service Providers

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

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

Avainsanat: Business and Management, Human Resource Management