Customer Service Delivery

1. Auflage 2006
ISBN: 978-0-7879-7620-0
Verlag: John Wiley & Sons

Buch, Englisch, 352 Seiten, Format (B × H): 162 mm x 236 mm, Gewicht: 607 g

Reihe: J-B SIOP Professional Practice Series

This book provides a critical reference for understanding and improving customer service based on effective practice and scientific research. It includes definitions and explains customer service as a process and an outcome and explores HR practices and service delivery. The book also reviews case examples of how to go about changing and managing customer service in an organization. It includes contributions from authors who share best practice examples and describe what was involved in creating a change in customer service practices.

Autoren/Hrsg.

Fogli, Lawrence

Weitere Mitwirkende

Salas, Eduardo

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

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.

Über Autor(innen)

Lawrence Fogli is a former corporate executive, vice president of human resource activities, and external consultant. He is the creator of ServiceFirst, a test designed to help with the hiring of service-oriented employees, and the developer of the Sales and Service Excellence System.

The Professional Practice Series is sponsored by The Society for Industrial and Organizational Psychology, Inc. (SIOP). The series was launched in 1988 to provide industrial and organizational psychologists, organizational scientists and practitioners, human resources professionals, managers, executives, and those interested in organizational behavior and performance with volumes that are insightful, current, informative, and relevant to organizational practice.