The Dynamics of Service : Reflections on the Changing Nature of Customer/Provider Interactions

Barbara A Gutek

ISBN 10: 0787901016 / ISBN 13: 9780787901011

Published by Wiley Aug 1995, 1995

About this Item

Neuware - 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.

Seller Inventory # 9780787901011

Bibliographic Details

• Title: The Dynamics of Service : Reflections on the Changing Nature of Customer/Provider Interactions
• Publisher: Wiley Aug 1995
• Publication Date: 1995
• Language: English
• ISBN 10: 0787901016
• ISBN 13: 9780787901011
• Binding: Buch
• Condition: Neu
• Dimensions: 235W x 157H x 24D millimeters 235 millimeters width by 157 millimeters height by 24 millimeters depth
• Weight: 699 grams

About this title

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.

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).