ISBN-13: 9780230514973 / Angielski / Twarda / 2008 / 236 str.
ISBN-13: 9780230514973 / Angielski / Twarda / 2008 / 236 str.
The success of service organizations ultimately depends on employees in customer service roles; their performance affects customer satisfaction and loyalty. Integrating theory and research, thisbookexplores thefactors that determine the performance of service providers, and points to important managerial implications."