Being Only Human: Service Providers’ Behavior Towards Customers

Dana Yagil

Chapter 5 in The Service Providers, 2008, pp 104-124 from Palgrave Macmillan

Abstract: Abstract A large part of service provider behavior towards customers is determined by the formal and informal requirements of the roles as dictated by the organization. These behaviors include not only the technical aspects of service provision, but also specified interpersonal behaviors designed to enhance the positive experience of the customer within the encounter. Other behaviors, however, which are discretionary may be either constructive or destructive. These behaviors are affected by the service provider’s predispositions and attitudes towards the organization and customers. In addition, since service is a social interaction, some behaviors emerge as a reaction to customer behavior toward service providers.

Keywords: Service Provider; Service Quality; Unethical Behavior; Organizational Citizenship Behavior; Service Employee (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_6

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DOI: 10.1057/9780230582675_6

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