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

by Barbara A. Gutek

A service revolution is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is spent on services, and providing good service is... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0787901016
• ISBN13: 9780787901011
• Release Date: August 1995
• Publisher: Jossey-Bass
• Length: 336 Pages
• Weight: 1.20 lbs.
• Dimensions: 1.1" x 6.2" x 9.3"

Customer Reviews

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.