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The Service encounter : managing employee/customer interaction in service businesses

Author: John A Czepiel; Michael R Solomon; Carol F Surprenant
Publisher: Lexington, Mass. : Lexington Books, ©1985.
Series: Advances in retailing series.
Edition/Format:   Print book : EnglishView all editions and formats
Database:WorldCat
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Additional Physical Format: Online version:
Service encounter.
Lexington, Mass. : Lexington Books, ©1985
(OCoLC)682106532
Document Type: Book
All Authors / Contributors: John A Czepiel; Michael R Solomon; Carol F Surprenant
ISBN: 0669082732 9780669082739
OCLC Number: 11089430
Description: x, 338 pages : illustrations ; 24 cm.
Series Title: Advances in retailing series.
Responsibility: edited by John A. Czepiel, Michael R. Solomon, Carol F. Surprenant.

Table of Contents:

by WTYILL@KUK (WorldCat user on 2006-06-30)

Preface and Acknowledgments ix PART I: ESTABLISHING THE FRAMEWORK 1 1. Service Encounters: An Overview 3 - John A. Czepiel, Michael R. Solomon, Carol F. Surprenant, and Evelyn G. Gutman 2.Quality Epiphenomenon: The Conceptual Understanding of Quality in Face-to-Face Service Encounters 17 - Peter G. Klaus 3. Interdependence in the Service Encounter 35 - J. Richard McCallum and Wayne Harrison 4. A Historical Perspective on the Service Encounter 49 - Stanley C. Hollander PART II: UNDERSTANDING THE DIMENSIONS 65 5. Perceived Control and the Service Encounter 67 - John E.G. Bateson 6. Consumer Risk Perceptions: Managerial Tool for the Service Encounter 83 - William R. George, Marc G. Weinberger, and J. Patrick Kelly 7. The Environmental Psychology of Service Encounters 101 - Richard E. Wener 8. The Psychology of Waiting Lines 113 - David H. Maister PART III: ORGANIZATIONAL PERSPECTIVES 125 9. Boundary-Spanning-Role Employees and the Service Encounter: Some Guidelines for Management and Research 127 - David E. Bowen and Benjamin Schneider 10. Nonverbal Communication and High-Contact Employees 149 - David A. Tansik 11. The Control Mechanisms of Employees at the Encounter of Service Organizations 163 - Peter K. Mills PART IV: MEASURING AND MANAGING 179 12. Retail Service Encounter Satisfaction: Model and Measurement 181 - Sandra L. Fiebelkorn 13. Identifying Communication Difficulties in the Service Encounter: A Critical Incident Approach 195 - Jody D. Nyquist, Mary J. Bitner, and Bernard H. Booms 14. Measuring Roles in Service Encounters: The Verbal Exchange Structure 213 - William B. Stiles 15. The Impact of Cross Selling on the Service Encounter in Retail Banking 225 - Eugene M. Johnson and Daniel T. Seymour PART V: PLANNING FOR THE ENCOUNTER 241 16. Planning the Service Encounter 243 - G. Lynn Shostack 17. Situation Creation in Service Marketing 255 - Gregory D. Upah and James W. Fulton 18. Developing and Managing the Customer-Service Function in the Service Sector 265 - Christopher H. Lovelock PART VI: MANANGERIAL INSIGHTS 281 19. Technoservices and the Organizational Encounter 283 - Alissa D. Roberts and Eugene J. Kelley 20. Making a Service More Tangible Can Make It More Manageable 291 - Barry A. Blackman 21. The Consumer of Household Services in the Marketplace: An Empirical Study 303 - Martin R. Schlissel Index 321 About the Contributors 333 About the Editors 339

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