The Dynamics of Service : Reflections on the Changing Nature of Customer/Provider Interactions

Author: Barbara A. Gutek
List Price: $45.00
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ISBN: 0787901016
Publisher: Jossey-Bass (07 July, 1995)
Sales Rank: 397,673
Average Customer Rating: 5 out of 5

Customer Reviews

Rating: 5 out of 5
Interesting and unique theory with important implications
Are you in a service business? If so, you could learn a lot from reading this book. Based on solid research and keen insight, the book explains why people feel service is getting worse in America. It postulates two basically different ways service providers relate to their customers: in "relationships" and in "encounters." Choosing the right way to provide service (and avoiding "pseudorelationships," is vital to the success or failure of a service business.

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