Service quality research perspectives
Introducting service quality -- Approach of the book -- What are services? -- What is Quality? -- Why is the study of service quality important? -- Overview of the rest of the book -- Conceptualization and measurement of service quality : marketing perspectives -- Dimensions of service quality -- Ga...
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| Format: | UnknownFormat |
| Sprache: | eng |
| Veröffentlicht: |
Thousand Oaks, Calif. u.a.
Sage Publ.
c2004
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| Schriftenreihe: | Foundations for organizational science
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| Schlagworte: | |
| Online Zugang: | Inhaltsverzeichnis Publisher description Contributor biographical information |
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Tag hinzufügen | Zusammenfassung: | Introducting service quality -- Approach of the book -- What are services? -- What is Quality? -- Why is the study of service quality important? -- Overview of the rest of the book -- Conceptualization and measurement of service quality : marketing perspectives -- Dimensions of service quality -- Gap models and the role of expectations in service quality -- Overall service quality -- Service quality and customer satisfaction -- Survey development : an intregrated perspective -- Service operations and the presence of the customer -- The customer-contact model of service delivery -- Classification of services by lovelock -- Potential benefits of customer coproduction -- Managing variability through a focus on the customer -- Reducing variability through a focus on the facility -- Linking operational procedures to service quality and profits, too -- Revenue management -- Service climate -- Defining climate -- Climate for service -- Linkage research -- Creating a service climate -- Where are we and where do we go from here? -- How customers and service are viewed in the different fields -- Integrated approaches from service management -- Introducing service quality into HRM/OB |
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| Beschreibung: | Includes bibliographical references and indexes |
| Beschreibung: | XIII, 185 S graph. Darst. 24 cm |
| ISBN: | 076192146X 0-7619-2146-X 0761921478 0-7619-2147-8 |