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- catalog abstract "Examines the service transaction in depth from social, psychological, and management perspectives. The author 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"). She 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.".
- catalog contributor b8562309.
- catalog created "c1995.".
- catalog date "1995".
- catalog date "c1995.".
- catalog dateCopyrighted "c1995.".
- catalog description "Examines the service transaction in depth from social, psychological, and management perspectives. The author 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"). She 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.".
- catalog description "Includes bibliographical references (p. 287-293) and index.".
- catalog description "The service revolution: From relationships to encounters. -- Service through relationships: Creating bonds of trust. -- Service through encounters: Ensuring speed, efficiency, and uniformity. -- Key distinctions between relationships and encounters. -- The provider's perspective. -- The customer's perspective. -- The organization's role: Creating the context for customer/provider interaction. -- The pseudorelationship: Making encounters feel more personal. -- Information technology as partner and provider: Buying services with the help of machines. -- Relationships, encounters, and the quality of life. -- Implications for the future.".
- catalog extent "xxviii, 304 p. ;".
- catalog hasFormat "Dynamics of service.".
- catalog identifier "0787901016 (acid-free paper)".
- catalog isFormatOf "Dynamics of service.".
- catalog isPartOf "A Joint publication in the Jossey-Bass management series, the Jossey-Bass health series and the Jossey-Bass social and behavioral science series".
- catalog isPartOf "Jossey-Bass health series.".
- catalog isPartOf "Jossey-Bass management series.".
- catalog isPartOf "Jossey-Bass social and behavioral science series.".
- catalog issued "1995".
- catalog issued "c1995.".
- catalog language "eng".
- catalog publisher "San Francisco : Jossey-Bass,".
- catalog relation "Dynamics of service.".
- catalog subject "658.8/12 20".
- catalog subject "Customer services.".
- catalog subject "HF5415.5 .G88 1995".
- catalog tableOfContents "The service revolution: From relationships to encounters. -- Service through relationships: Creating bonds of trust. -- Service through encounters: Ensuring speed, efficiency, and uniformity. -- Key distinctions between relationships and encounters. -- The provider's perspective. -- The customer's perspective. -- The organization's role: Creating the context for customer/provider interaction. -- The pseudorelationship: Making encounters feel more personal. -- Information technology as partner and provider: Buying services with the help of machines. -- Relationships, encounters, and the quality of life. -- Implications for the future.".
- catalog title "The dynamics of service : reflections on the changing nature of customer/provider interactions / Barbara A. Gutek ; foreword by Daniel Katz.".
- catalog type "text".