Abstract
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.
| Original language | English |
|---|---|
| Publisher | Palgrave Macmillan |
| Number of pages | 236 |
| ISBN (Electronic) | 9780230582675 |
| ISBN (Print) | 9780230514973 |
| DOIs | |
| State | Published - 17 Apr 2008 |
Bibliographical note
Publisher Copyright:© Dana Yagil 2008. All rights reserved.
ASJC Scopus subject areas
- General Economics, Econometrics and Finance
- General Business, Management and Accounting