Table of Contents

Foreword (Eduardo Salas).

Preface (Lawrence Fogli).

Acknowledgments.

The Authors.

Part One: What Is Customer Service?

1. Customer Service from the Customer’s Perspective (Stephanie D. Kendall).

2. Organizing for Customer Service (Robert J. Vance).

3. Using Employee and Customer Perspectives to Improve Organizational Performance (Scott M. Brooks, Jack W. Wiley, Emily L. Hause).

4. Brands, Expectations, and Experience (Clifton Lemon).

Part Two: Employees and Customer Service.

5. Customer Service Quality: Selecting Valued Performers (Jerard F. Kehoe, David N. Dickter).

6. Staffing and Selection Strategies for Service Quality (Deborah L. Whetzel, Michael A. McDaniel).

Part Three: Organizational Change Management for Service Quality.

7. Service Encounter Dynamics: Strategies and Tips for Better Customer Service (Diane Catanzaro, Eduardo Salas).

8. “This Call May Be Monitored”: Performance Management for Service Quality (Seymour Adler, Miriam T. Nelson).

9. What We Need to Know to Develop Strategies and Tactics to Improve Service Delivery (Lawrence Fogli).

Name Index.

Subject Index.

About the Author

Lawrence Fogli is a former corporate executive, vice president of human resource activities, and external consultant. He is the creator of ServiceFirst, a test designed to help with the hiring of service-oriented employees, and the developer of the Sales and Service Excellence System.

The Professional Practice Series is sponsored by The Society for Industrial and Organizational Psychology, Inc. (SIOP). The series was launched in 1988 to provide industrial and organizational psychologists, organizational scientists and practitioners, human resources professionals, managers, executives, and those interested in organizational behavior and performance with volumes that are insightful, current, informative, and relevant to organizational practice.