The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions (Jossey Bass Business & Management Series) - Hardcover

Gutek, Barbara A.

 
9780787901011: The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions (Jossey Bass Business & Management Series)
Hardcover
ISBN 10: 0787901016 ISBN 13: 9780787901011
Publisher: Jossey-Bass, 1995

Synopsis

A service revolution is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is spent on services, and providing good service is widely believed to be the key to an organization's success, whether in for-profit, nonprofit, or government. Yet, in an era where the customer is supposedly king, individuals are increasingly dissatisfied with the service they receive. As more and more services traditionally offered by indepAndent practitioners--such as law, health, and mental health--shift to large organizations, the quality of the customer-provider interaction deteriorates.

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 from relationships when a customer has repeated contact with a particular provider--to encounters, which typically consist of a single brief episode. She 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.

With powerful implications for health care, psychotherapy, higher education, law, and all areas where work is rapidly being restructured in large organizations, The Dynamics of Service provides professionals in many disciplines with a common framework for understanding how customers will be served in the future.

"synopsis" may belong to another edition of this title.

About the Author

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).

From the Back Cover

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.

From the Inside Flap

A "service revolution" is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is spent on services, and providing good service is widely believed to be the key to an organization's success, whether in for-profit, nonprofit, or government. Yet, in an era where the customer is supposedly king, individuals are increasingly dissatisfied with the service they receive. As more and more services traditionally offered by indepAndent practitioners--such as law, health, and mental health--shift to large organizations, the quality of the customer-provider interaction deteriorates.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 from "relationships" when a customer has repeated contact with a particular provider--to "encounters," which typically consist of a single brief episode. She 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.With powerful implications for health care, psychotherapy, higher education, law, and all areas where work is rapidly being restructured in large organizations, The Dynamics of Service provides professionals in many disciplines with a common framework for understanding how customers will be served in the future.

"About this title" may belong to another edition of this title.

Publisher
Jossey-Bass
Publication date
1995
Language
English
ISBN 10 
0787901016
ISBN 13 
9780787901011
Binding
Hardcover
Edition number
1
Number of pages
336