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List of Tables and Figures
Pt. I Basic Processes in the Service Context 9
1 Pretending and Dissembling: The Act of Service 11
2 Influence and Control in the Service Interaction 42
3 Social Exchange: Equity and Justice in Service 65
Pt. II Customer and Service Providers' Attitudes and Behaviors 81
4 Being Always Right: Customer Behavior Towards Service Providers 83
5 Being Only Human: Service Providers' Behavior Towards Customers 104
6 Service Provider Attributes 125
7 Organizational Perspectives of the Service Role 140
8 Service Relationships: The Impact of Service Providers on Customers 166
9 Conclusion: Managerial Implications and Future Research Directions 186
App Bibliographic List of Electronically Available Questionnaires 204
References 211
Index 233
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