Service Quality: New Directions in Theory and Practice
Editat de Roland Rust, Richard L. Oliveren Limba Engleză Paperback – 6 dec 1993
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Specificații
ISBN-13: 9780803949201
ISBN-10: 0803949200
Pagini: 294
Ilustrații: 1, black & white illustrations
Dimensiuni: 153 x 222 x 20 mm
Greutate: 0.39 kg
Ediția:1
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
ISBN-10: 0803949200
Pagini: 294
Ilustrații: 1, black & white illustrations
Dimensiuni: 153 x 222 x 20 mm
Greutate: 0.39 kg
Ediția:1
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
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Cuprins
Service Quality - Roland T Rust and Richard L Oliver
Insights and Managerial Implications From the Frontier
PART ONE: DEFINING SERVICE QUALITY
The Nature of Customer Value - Morris B Holbrook
An Axiology of Services in the Consumption Experience
Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert
The Customer's Voice
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman
How Do Consumers Predict Service Quality - Valerie S Folkes
What Do They Expect?
PART THREE: QUALITY IN SERVICE PERFORMANCE
Managing Services When the Service Is a Performance - John Deighton
Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Social Support and Service Quality
PART FOUR: THE IMPACT OF SERVICE QUALITY
Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew
On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al
A Conjoint Analysis Approach
PART FIVE: THE FUTURE OF SERVICE QUALITY
Explanations for the Growth of Services - Steven M Shugan
A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
Insights and Managerial Implications From the Frontier
PART ONE: DEFINING SERVICE QUALITY
The Nature of Customer Value - Morris B Holbrook
An Axiology of Services in the Consumption Experience
Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert
The Customer's Voice
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman
How Do Consumers Predict Service Quality - Valerie S Folkes
What Do They Expect?
PART THREE: QUALITY IN SERVICE PERFORMANCE
Managing Services When the Service Is a Performance - John Deighton
Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Social Support and Service Quality
PART FOUR: THE IMPACT OF SERVICE QUALITY
Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew
On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al
A Conjoint Analysis Approach
PART FIVE: THE FUTURE OF SERVICE QUALITY
Explanations for the Growth of Services - Steven M Shugan
A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
Descriere
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 various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.