2006 · 38 citations · 0 references
ManagementMarketingOrganizational BehaviorCustomer Relationship ManagementPerformance MeasurementServices MarketingCustomer SatisfactionCustomer Service ManagementCustomer Service PerformanceService QualityService Quality ImprovementService StrategyBest Practices ManagementCustomer ExperienceCustomer Service StrategyOrganizational Performance AssessmentService Delivery EffectivenessService Delivery StrategyService Encounter AnalysisService Performance
Foreword (Eduardo Salas). Preface (Lawrence Fogli). Acknowledgments. The Authors. Part One: What Is Customer Service? 1. Customer Service from the Customer's Perspective (Stephanie D. Kendall). 2. Organizing for Customer Service (Robert J. Vance). 3. Using Employee and Customer Perspectives to Improve Organizational Performance (Scott M. Brooks, Jack W. Wiley, Emily L. Hause). 4. Brands, Expectations, and Experience (Clifton Lemon). Part Two: Employees and Customer Service. 5. Customer Service Quality: Selecting Valued Performers (Jerard F. Kehoe, David N. Dickter). 6. Staffing and Selection Strategies for Service Quality (Deborah L. Whetzel, Michael A. McDaniel). Part Three: Organizational Change Management for Service Quality. 7. Service Encounter Dynamics: Strategies and Tips for Better Customer Service (Diane Catanzaro, Eduardo Salas). 8. This Call May Be Monitored: Performance Management for Service Quality (Seymour Adler, Miriam T. Nelson). 9. What We Need to Know to Develop Strategies and Tactics to Improve Service Delivery (Lawrence Fogli). Name Index. Subject Index.