Beschreibung
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, this book explores the factors that determine the performance of service providers, and points to important managerial implications.
Produktsicherheitsverordnung
Hersteller:
Springer Verlag GmbH
juergen.hartmann@springer.com
Tiergartenstr. 17
DE 69121 Heidelberg
Autorenportrait
DANA YAGIL is a Senior lecturer of social and organizational psychology in the Department of Human Services in the University of Haifa, Israel. Her research interests lie in interpersonal relationships in organizations and in the psychology of customer services.
