Customer service.
- PubMed: 18438080
Abstract
The purpose of this chapter is to provide an overview of current streams of research within the field of customer service and to provide an agenda for future service research. We primarily focus on research examining the management of service employee behavior, performance, and attitudes as a means of achieving service excellence while drawing primarily on research in psychology, organizational behavior, and human resource management. We begin with a review and discussion of the emergence of services as an area of study within the past 25 years, identifying the core characteristics that distinguish services from goods as well as placing an emphasis on understanding the concepts of customer satisfaction and service quality. Subsequently, we provide a review of current service-management literature by identifying four key topics of research that are currently at the forefront of customer service research: linkage research, service climate, the role of affect in service delivery, and justice in service delivery. Finally, we close by discussing issues that remain unaddressed and suggesting potential avenues for future research.
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