Customer Service Delivery: Research and Best Practices

A Wealth of Knowledge and Best Practices for Customer Service Delivery
Customer Service Delivery Contributors Include
Seymour Adler
Scott M. Brooks
Diane Catanzaro
David N. Dickter
Lawrence Fogli
Emily L. Hause
Jerard F. Kehoe
Stephanie D. Kendall
Clifton Lemon
Michael A. McDaniel
Miriam T. Nelson
Eduardo Salas
Robert J. Vance
Deborah L. Whetzel
Jack W. Wiley

Spis treści:
Foreword (Eduardo Salas).
Preface (Lawrence Fogli).
Acknowledgments.
The Authors.
Part One: What Is Customer Service?
1. Customer Service from the Customer’s Perspective (Stephanie D. Kendall).
2. Organizing for Customer Service (Robert J. Vance).
3. Using Employee and Customer Perspectives to Improve Organizational Performance (Scott M. Brooks, Jack W. Wiley, Emily L. Hause).
4. Brands, Expectations, and Experience (Clifton Lemon).
Part Two: Employees and Customer Service.
5. Customer Service Quality: Selecting Valued Performers (Jerard F. Kehoe, David N. Dickter).
6. Staffing and Selection Strategies for Service Quality (Deborah L. Whetzel, Michael A. McDaniel).
Part Three: Organizational Change Management for Service Quality.
7. Service Encounter Dynamics: Strategies and Tips for Better Customer Service (Diane Catanzaro, Eduardo Salas).
8. “This Call May Be Monitored”: Performance Management for Service Quality (Seymour Adler, Miriam T. Nelson).
9. What We Need to Know to Develop Strategies and Tactics to Improve Service Delivery (Lawrence Fogli).
Name Index.
Subject Index.

Nota biograficzna:
Lawrence Fogli is a former corporate executive, vice president of human resource activities, and external consultant. He is the creator of ServiceFirst, a test designed to help with the hiring of service–oriented employees, and the developer of the Sales and Service Excellence System.
The Professional Practice Series is sponsored by The Society for Industrial and Organizational Psychology, Inc. (SIOP). The series was launched in 1988 to provide industrial and organizational psychologists, organizational scientists and practitioners, human resources professionals, managers, executives, and those interested in organizational behavior and performance with volumes that are insightful, current, informative, and relevant to organizational practice.

Okładka tylna:
A Wealth of Knowledge and Best Practices for Customer Service Delivery
Customer Service Delivery Contributors Include
Seymour Adler
Scott M. Brooks
Diane Catanzaro
David N. Dickter
Lawrence Fogli
Emily L. Hause
Jerard F. Kehoe
Stephanie D. Kendall
Clifton Lemon
Michael A. McDaniel
Miriam T. Nelson
Eduardo Salas
Robert J. Vance
Deborah L. Whetzel
Jack W. Wiley