The Service Providers

  • Authors
  • Dana Yagil

Table of contents

  1. Front Matter
    Pages i-xi
  2. Introduction

    1. Dana Yagil
      Pages 1-8
  3. Basic Processes in the Service Context

  4. Customer and Service Providers’ Attitudes and Behaviors

  5. Back Matter
    Pages 204-236

About this book


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.


customer satisfaction interaction organization organizations performance rating research service success

Bibliographic information