The Service Providers by Dana Yagil (auth.)

By Dana Yagil (auth.)

Show description

By Dana Yagil (auth.)

Show description

Read or Download The Service Providers PDF

Similar encyclopedias & subject guides books

Encyclopedia Of Women And American Politics (Facts on File Library of American History)

This informative A-to-Z consultant includes the entire fabric a reader must comprehend the function of girls all through America's political historical past. It covers the folk, occasions, and phrases curious about the background of ladies and politics.

Additional resources for The Service Providers

Sample text

21–36). Thousand Oaks: Sage. 12 Grove, S. J. & Fisk, R. P. (1992). Observational data collection methods for services marketing: An overview. Academy of Marketing Science Journal, 20, 217–224. 13 Deighton, J. (1992). The consumption of performance. Journal of Consumer Research, 19, 362–371. 14 Clark, T. & Salaman, G. (1998). Creating the ‘right’ impression: Towards a dramaturgy of management consultancy. Services Industries Journal, 18, 18–38. 15 Bitner, M. J. (1992). Servicescapes: The impact of physical surroundings on customers and employees.

H. (2005). Engaging customers in service creation: a theater perspective. Journal of Services Marketing, 19, 13–23. 4 Grayson, K. & Shulman, D. (2000). Impression management in service marketing. In T. A. Swartz & D. Iacobucci (eds), Handbook of Service Marketing and Management (pp. 51–68). Thousand Oaks: Sage. 5 Mohr, L. A. & Henson, S. W. (1996). Impact of employee gender and job congruency on customer satisfaction. Journal of Consumer Psychology, 6, 161–188. 6 Goodwin, C. (1996). Moving the drama into the factory: The contribution of metaphors to services research.

C. & Kollias, P. (2000). The impact of empowerment on customer contact employees’ role in service organizations. Journal of Service Research, 3, 66–81. Pretending and Dissembling: The Act of Service 39 24 Hochschild, A. R. (1983). The Managed Heart: Commercialization of Human Feeling. Berkeley: University of California Press. 25 Grandey, A. A. (2000). Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology, 5, 95–110. 26 Zapf, D.

Download PDF sample

Rated 4.34 of 5 – based on 24 votes