Service providers, the
Auteur :
Yagil, D.
Éditeur :
Palgrave Macmillan
ISBN :
9780230514973
Date de publication :
17 avr. 2008
Dimensions :
21,6 x 14,0 cm
Langue :
Anglais
Pays d'origine :
Grande Bretagne
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.