Customer Service Delivery: Research and Best Practices.
Customer service delivery; research and best practices.
Ed. by Lawrence Fogli.
The Society for Industrial and Organizational Psychology Professional practice series
For this collection, industrial and organizational psychology experts in customer service review business, marketing, and psychological research and practices to provide a comprehensive resource of best practices. The contributors address customer expectations, loyalty satisfaction, product versus service delivery, measurement, brand equity, regional and cultural differences, and organizational impact. They also present strategies for improving and managing service delivery, along with illustrative case examples. The volume addresses human resource staffing practices and service delivery by including proven selection strategies for hiring top quality service workers, an analysis of the personality correlates of service performance, and a comprehensive review of assessment instruments.
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