An edition of Service quality
(2003)
Service quality
research perspectives
by Benjamin Schneider and Susan S. (Schoenberger) White
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Subjects
Research, Customer services, Quality control, Management, Consumer satisfaction, Business & Management, Business/Economics, Business & Economics, Business / Economics / Finance, Marketing - General, Decision Making & Problem Solving, Customer Service, Business & Economics / Marketing / GeneralShowing 2 featured editions. View all 2 editions?
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Service Quality: Research Perspectives (Foundations for Organizational Science)
November 13, 2003, Sage Publications, Inc
Paperback
in English
0761921478 9780761921479
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Book Details
Table of Contents
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
Edition Notes
Includes bibliographical references and indexes
Classifications
The Physical Object
ID Numbers
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| July 31, 2019 | Edited by MARC Bot | associate edition with work OL3508259W |
| March 20, 2019 | Edited by ImportBot | import existing book |
| February 14, 2010 | Edited by WorkBot | add more information to works |
| December 10, 2009 | Created by WorkBot | add works page |