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Being Only Human: Service Providers’ Behavior Towards Customers

In: The Service Providers

Author

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  • Dana Yagil

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.

Suggested Citation

  • Dana Yagil, 2008. "Being Only Human: Service Providers’ Behavior Towards Customers," Palgrave Macmillan Books, in: The Service Providers, chapter 5, pages 104-124, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-58267-5_6
    DOI: 10.1057/9780230582675_6
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