The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider InteractionsISBN: 978-0-7879-0101-1
Hardcover
336 pages
August 1995, Jossey-Bass
 This is a Print-on-Demand title. It will be printed specifically to fill your order. Please allow an additional 10-15 days delivery time. The book is not returnable.
|
||||||
1. The Service Revolution: From Relationships to Encounters
2. Service Through Relationships: Creating Bonds of Trust
3. Service Through Encounters: Ensuring Speed, Efficiency, and Uniformity
4. Key Distinctions Between Relationships and Encounters
5. The Provider's Perspective
6. The Customer's Perspective
7. The Organization's Role: Creating the Context for Customer/Provider Interaction
8. The Pseudorelationship: Making Encounters Feel More Personal
9. Information Technology as Partner and Provider: Buying Services with the Help of Machines
10. Relationships, Encounters, and the Quality of Life
11. Implications for the Future
2. Service Through Relationships: Creating Bonds of Trust
3. Service Through Encounters: Ensuring Speed, Efficiency, and Uniformity
4. Key Distinctions Between Relationships and Encounters
5. The Provider's Perspective
6. The Customer's Perspective
7. The Organization's Role: Creating the Context for Customer/Provider Interaction
8. The Pseudorelationship: Making Encounters Feel More Personal
9. Information Technology as Partner and Provider: Buying Services with the Help of Machines
10. Relationships, Encounters, and the Quality of Life
11. Implications for the Future
Related Titles
General Social Psychology
.png){kind=small}
Join An E-mail ListLearn about the latest products, events, offers and content. |
