The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions

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.

Spis treści:
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

Nota biograficzna:
BARBARA A. GUTEK is head of the Department of Management and Policy at the University of Arizona. Her previous books include Women and Work (with V. Nieva, 1981), Sex and the Workplace (Jossey–Bass, 1985), and Women′s Career Development (with L. Larwood, 1987).

Okładka tylna:
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 t he 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.