The Dynamics of Service
Barbara A Gutek
Gebundenes Buch

The Dynamics of Service

Reflections on the Changing Nature of Customer/Provider Interactions

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A "service revolution" is sweeping America. Yet, in an era where the customer is supposedly king, individuals are increasingly dissatisfied with the service they receive.The Dynamics of Service is the first book to examine the service transaction in depth from social, psychological, and management perspectives. Barbara A. Gutek details the changing nature of customer-provider interactions and examines the cumulative impact of this quiet revolution upon customers, providers, and the enterprises that provide service--and shows how it is changing the quality of our lives.