MARC record from Internet Archive

LEADER: 02187cam a22003134a 45 0
001 316190
005 20040511163528.0
008 030620s2004 caua b 001 0 eng
010 $a 2003014201
035 $a52495539
040 $aDLC$cDLC$dOCLCQ$dXIM
020 $a0761921478
020 $a076192146X
042 $apcc
050 00 $aHF5415.5$b.S338 2004
082 00 $a658.8/12$221
049 $aXIMM
100 1 $aSchneider, Benjamin,$d1938-
245 10 $aService quality :$bresearch perspectives /$cBenjamin Schneider, Susan S. White.
260 $aThousand Oaks, Calif. :$bSage Publications,$cc2004.
300 $axiii, 185 p. :$bill. ;$c24 cm.
440 0 $aFoundations for organizational science
504 $aIncludes bibliographical references and indexes.
505 0 $aIntroducting 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.
650 0 $aCustomer services$xQuality control$xResearch.
650 0 $aCustomer services$xManagement$xResearch.
650 0 $aConsumer satisfaction$xResearch.
700 1 $aWhite, Susan S.
994 $aC0$bXIM