Conclusion: Managerial Implications and Future Research Directions

Dana Yagil

Chapter 9 in The Service Providers, 2008, pp 186-203 from Palgrave Macmillan

Abstract: Abstract Managerial implications in the service provider context center on such human resource procedures as selection, training and rewards which are designed to enhance both service providers’ performance and their well-being. Many managerial practices are based on the recognition of the stress involved in the service role as well as the demands generated by the service providers’ sometimes complex relationship with the customers and the organization. The implications discussed in this chapter are based on the results of studies reviewed in previous chapters and thus refer specifically to aspects of human resource procedures that are relevant to the service role rather than to more general implications. Still, the specific practices adopted by each organization must be tailored to its characteristics, goals and environment.1

Keywords: Service Provider; Customer Satisfaction; Unethical Behavior; Future Research Direction; Managerial Implication (search for similar items in EconPapers)
Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-58267-5_10

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DOI: 10.1057/9780230582675_10

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