Communicating with customers : service approaches, ethics, and impact / Wendy S. Zabava Ford.
By: Ford, Wendy S. Zabava
.
Material type: 
BookSeries: Hampton Press communication seriesCommunication and social organization.Publisher: Cresskill, N.J. : Hampton Press, 1998Description: xiii, 175 p. : ill. ; 24 cm.ISBN: 1572731400 ; 1572731419 .Subject(s): Customer services | Customer relations | Business communicationDDC classification: 658.812 | Item type | Current library | Call number | Copy number | Status | Date due | Barcode | Item holds |
|---|---|---|---|---|---|---|---|
| General Lending | MTU Bishopstown Library Lending | 658.812 (Browse shelf(Opens below)) | 1 | Available | 00075456 |
Enhanced descriptions from Syndetics:
This volume suggests new directions for researching and improving communication practices in a variety of service contexts and provides clear guidance for organizations wishing to initiate and evaluate their efforts to improve practices with customers.
Includes bibliographical references (pages 141-153) and indexes.
Part One: Service approaches -- Communicating with customers -- Courteous service -- Manipulative service -- Personalized service -- Part Two: Service ethics -- Deception -- Discrimination -- Depersonalization -- Part Three: Service impact -- Impact on customers -- Impact on providers.