Textbook:
Pages : 536;
Paperback;
210 X 275 mm approx.
Workbook:
Pages : 283; Paperback;
210 X 275 mm approx.
Chapter Code : SMC14
Textbook Price: Rs. 900;
Workbook Price: Rs. 700;
Shipping & Handling Charges: Rs. 100 per book;
Books Available only in INDIA
Service personnel can be classified in different ways depending on the level and nature of interaction that they have with customers - low-contact and high contact service personnel; consumer-service and professional service employees; and contact personnel, moderate contract personnel, back-office staff, support staff and management.
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Classification of Service Personnel
Problems Faced by Service Personnel
Types of Conflict in Service Organizations
Individual
role Conflict
Customer
employee Conflict
Inter
Employee Conflict
Client
Organization Conflict
Inter
Client Conflict
People Strategies
Attracting the Best Talent
Motivating
Training
Retaining