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It is believed that service delivery through full utilization of human resources will become the major tool for competitive advances in the service industry in the coming years and the importance of customer orientation for the success of service organizations has been emphasized in the academic and applied literatures. This book examines an explicit behavioral perspective where the focus is on the extent to which employees engage in direct behaviors specifically designed to benefit customers. This study examines empirically the nature, impact and development of employee customer oriented...

The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies-not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management. The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to...