Barbara A Gutek

The Dynamics of Service

Reflections on the Changing Nature of Customer/Provider Interactions

• Gebundenes Buch

Produktbeschreibung

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.

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Produktdetails

• Verlag: Wiley
• Seitenzahl: 336
• Erscheinungstermin: 11. August 1995
• Englisch
• Abmessung: 235mm x 157mm x 24mm
• Gewicht: 699g
• ISBN-13: 9780787901011
• ISBN-10: 0787901016
• Artikelnr.: 21725527

Autorenporträt

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).

Inhaltsangabe

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

Rezensionen

"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