"This book presents the perfect combination. It is easy to read andimpossible to forget. If you are like me, you will find yourselfassigning it to your management students and giving it to yourclients, especially those with whom you are establishing arelationship." --Faye J. Crosby, professor of psychology, SmithCollege, and author of Juggling
"A wonderful example of why, in an age when the customer is king orqueen and customer service is supposedly the name of the game, weoften feel so badly mistreated. This book helps faculty andadministrators in higher education understand the problems createdby treating college and university students like customers."--Sheila Slaughter, professor of higher education, University
ofArizona
"From the supermarket checkout to the doctor's office, servicetransactions are increasingly important in our lives. BarbaraGutek's insightful distinction between encounters and relationshipsexplains the meaning of that fact, the choices it confronts uswith, and their consequences for the quality of our lives."--Robert L. Kahn, professor emeritus of psychology and publichealth, University of Michigan
"Barbara Gutek's The Dynamics of Service digs into themuch-discussed current concept of service to see what's reallyinside: when and why do customers feel served? Are we trulybecoming a service-oriented society? Or are we so deperonalizingand robotizing customer service that no shred of human connectionmay be left in what we used to call 'the provider/customerrelationship'? This is a thorough, thoughtful, in-depth analysis ofwhere that provider/customer relationship has been and where it maybe going." --Harold Leavitt, professor, Graduate School ofBusiness, Stanford University
