Coverart for item
The Resource The dynamics of service : reflections on the changing nature of customer/provider interactions, Barbara A. Gutek ; foreword by Daniel Katz

The dynamics of service : reflections on the changing nature of customer/provider interactions, Barbara A. Gutek ; foreword by Daniel Katz

Label
The dynamics of service : reflections on the changing nature of customer/provider interactions
Title
The dynamics of service
Title remainder
reflections on the changing nature of customer/provider interactions
Statement of responsibility
Barbara A. Gutek ; foreword by Daniel Katz
Creator
Subject
Language
eng
Summary
"A service revolution is sweeping America. Nearly three-quarters of the 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 the for-profit, nonprofit, or government sector." "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 gradual encroachment of fast-food-type delivery approaches (service "encounters") into all forms of services, even those - such as medical care, financial services, and child care - that have traditionally been provided in ways that offer more continuity (service "relationships"). Gutek examines the cumulative impact of this quiet revolution on customers, providers, and the enterprises that provide service - and shows how it is changing the quality of our jobs and 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."--Jacket
Member of
Cataloging source
DLC
http://library.link/vocab/creatorName
Gutek, Barbara A
Dewey number
658.8/12
Index
index present
LC call number
HF5415.5
LC item number
.G88 1995
Literary form
non fiction
Nature of contents
bibliography
Series statement
  • Jossey-Bass management series
  • Jossey-Bass health series
  • Jossey-Bass social and behavioral science series
http://library.link/vocab/subjectName
  • Customer services
  • Service à la clientèle
Label
The dynamics of service : reflections on the changing nature of customer/provider interactions, Barbara A. Gutek ; foreword by Daniel Katz
Instantiates
Publication
Bibliography note
Includes bibliographical references (pages 287-293) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Control code
32384851
Dimensions
24 cm
Edition
1st ed.
Extent
xxviii, 304 pages
Isbn
9780787901011
Isbn Type
(acid-free paper)
Lccn
95012631
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
System control number
  • (WaOLN)1672596
  • (OCoLC)32384851
Label
The dynamics of service : reflections on the changing nature of customer/provider interactions, Barbara A. Gutek ; foreword by Daniel Katz
Publication
Bibliography note
Includes bibliographical references (pages 287-293) and index
Carrier category
volume
Carrier category code
nc
Carrier MARC source
rdacarrier
Content category
text
Content type code
txt
Content type MARC source
rdacontent
Control code
32384851
Dimensions
24 cm
Edition
1st ed.
Extent
xxviii, 304 pages
Isbn
9780787901011
Isbn Type
(acid-free paper)
Lccn
95012631
Media category
unmediated
Media MARC source
rdamedia
Media type code
n
System control number
  • (WaOLN)1672596
  • (OCoLC)32384851

Library Locations

    • Thomas Jefferson LibraryBorrow it
      1 University Blvd, St. Louis, MO, 63121, US
      38.710138 -90.311107
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