Service Quality : New Directions in Theory and Practice.

In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the v...

Description complète

Détails bibliographiques
Cote:Libro Electrónico
Auteur principal: Rust, Roland T.
Autres auteurs: Oliver, Richard L. L.
Format: Électronique eBook
Langue:Inglés
Publié: Thousand Oaks : SAGE Publications, 1993.
Sujets:
Customer services > Quality control.
Consumer satisfaction.
Consommateurs > Satisfaction.
Service à la clientèle > Qualité > Contrôle.
Consumer satisfaction
Customer services > Quality control
Accès en ligne:Texto completo
Table des matières:
  • Cover; Contents; Introduction to the Series; 1
  • Introducing Service Quality; 2
  • Conceptualization and Measurement of Service Quality; 3
  • Service Operations and the Presence of the Customer; 4
  • Service Climate; 5
  • Where Are We and Where Do We Go From Here?; Author Index; Subject Index; About the Authors.

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