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5.0 out of 5 stars
Interesting and unique theory with important implications,
By tmwelsh@aol.com (Detroit, Michigan) - See all my reviews
This review is from: The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions (Jossey Bass Business and Management Series) (Hardcover)
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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The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions (Jossey Bass Business and Management Series) by Barbara A. Gutek (Hardcover - July 21, 1995)
$45.00
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