Customer Service Delivery: Research and Best PracticesLawrence Fogli Customer Service Delivery taps into business, marketing, and psychological research and practices to provide a wealth of knowledge about customer service. With contributions from some of the best-known industrial and organizational psychology experts in customer service, this book brings together in one comprehensive resource a review of the best practices in customer service delivery. Customer Service Delivery also provides a framework for customer service as a process and an outcome. The authors address a wide range of topics that are crucial to today’s competitive business environment: customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. Customer Service Delivery explores human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments that predict customer service performance. In addition, this important resource contains strategies and tactics to improve and manage service delivery and offers illustrative case examples of how organizations have successfully improved and managed customer service. |
Contents
Research and Best Practices Part II Employees and Customer Service | 133 |
Research and Best Practices Part III Organizational Change Management for Service Quality | 195 |
| 303 | |
Other editions - View all
Common terms and phrases
ability agents assessment Balanced Scorecard brand brand equity call center call monitoring Catanzaro chapter citizenship behaviors climate for service companies correlation customer experience customer loyalty customer perceptions customer satisfaction customer service customer’s dimensions effective emotional labor employee and customer employee opinions employee satisfaction environment evaluate example Exhibit expectations factors feedback focus Fogli haviors human resource important Industrial and Organizational interaction linkage research Lundby marketing measures ment organization’s Organizational Citizenship Behavior Organizational Psychology overall Parasuraman performance appraisal personality Personnel perspective ployees practices products and services relationship reliability retail Schneider scores selection service behavior service climate service delivery service encounter service organizations service orientation service performance service provider service quality servicejobs Six Sigma skills Society for Industrial specific strategies supervisors survey tion tomer turnover validity vice Wiley workers Zeithaml