The Dynamics of Service

A service revolution is sweeping America. Nearly three-quarters of people in the U.S. labor force work in services, almost half of family income is spent on services, and providing good service is widely believed to be the key to an organization's success, whether in for-profit, nonprofit, or government. Yet, in an era where the customer is supposedly king, individuals are increasingly dissatisfied with the service they receive. As more and more services traditionally offered by indepAndent practitioners--such as law, health, and mental health--shift to large organizations, the quality of the customer-provider interaction deteriorates. The Dynamics of Service is the first book to examine the service transaction in depth from social, psychological, and management perspectives. Barbara A. Gutek details the changing nature of customer-provider interactions from relationships when a customer has repeated contact with a particular provider--to encounters, which typically consist of a single brief episode. She examines the cumulative impact of this quiet revolution upon customers, providers, and the enterprises that provide service--and shows how it is changing the quality of our lives. With powerful implications for health care, psychotherapy, higher education, law, and all areas where work is rapidly being restructured in large organizations, The Dynamics of Service provides professionals in many disciplines with a common framework for understanding how customers will be served in the future.

1. The Service Revolution: From Relationships to Encounters 2. Service Through Relationships: Creating Bonds of Trust 3. Service Through Encounters: Ensuring Speed, Efficiency, and Uniformity 4. Key Distinctions Between Relationships and Encounters 5. The Provider's Perspective 6. The Customer's Perspective 7. The Organization's Role: Creating the Context for Customer/Provider Interaction 8. The Pseudorelationship: Making Encounters Feel More Personal 9. Information Technology as Partner and Provider: Buying Services with the Help of Machines 10. Relationships, Encounters, and the Quality of Life 11. Implications for the Future