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QUIS 9 symposium : service excellence in management /
This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick, UK an...
| Clasificación: | Libro Electrónico |
|---|---|
| Otros Autores: | , |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Bradford, England :
Emerald Group Pub.,
©2005.
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| Colección: | Managing service quality ;
v. 15, no. 2. |
| Temas: | |
| Acceso en línea: | Texto completo |
Tabla de Contenidos:
- EDITORIAL ADVISORY BOARD; Guest editorial; Service quality: beyond cognitive assessment; Service quality as an important dimension of brand equity in Swiss services industries; A manufacturer becoming service provider
- challenges and a paradox; Fading customer relationships in professional services; Does customer satisfaction lead to profitability?; E-services and offline fulfilment: how e-loyalty is created; The importance of attitude and appearance in the service encounter in retail and hospitality; Book review