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Customer Service Delivery. Research and Best Practices. J-B SIOP Professional Practice Series

  • ID: 2215960
  • Book
  • 352 Pages
  • John Wiley and Sons Ltd
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A Wealth of Knowledge and Best Practices for Customer Service Delivery

Customer Service Delivery Contributors Include

Seymour Adler
Scott M. Brooks
Diane Catanzaro
David N. Dickter
Lawrence Fogli
Emily L. Hause
Jerard F. Kehoe
Stephanie D. Kendall
Clifton Lemon
Michael A. McDaniel
Miriam T. Nelson
Eduardo Salas
Robert J. Vance
Deborah L. Whetzel
Jack W. Wiley

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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.

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Lawrence Fogli
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