Table of Contents
DELIVERING AND PERFORMING SERVICE Chapter 11Service Quality Dimensions Heavily Influenced by People
Customer Contact Personnel: A Boundary Spanning Role
Figure 11-3 Boundary Spanners Interact with Both Internal and External Constituents
Figure 11-4 Sources of Conflict for Boundary-Spanning Workers
Quality-Productivity Tradeoffs
Figure 11-5 Human Resource Strategies for Closing GAP 3