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 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

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Year of publication:	1993
Authors:	Rust, Roland T.
Other Persons:	Oliver, Richard L. L. (contributor)
Publisher:	Thousand Oaks : SAGE Publications
Subject:	Dienstleistungsqualität \| Service quality \| Theorie \| Theory \| Qualitätsmanagement \| Quality management
Description of contents:	Table of Contents [gbv.de]

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Extent:	Online-Ressource (201 p)
Series:	Foundations for organizational science
Type of publication:	Book / Working Paper
Language:	English
Notes:	Description based upon print version of record 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;
ISBN:	978-0-8039-4920-1 ; 978-1-4522-6248-2 ; 978-0-8039-4920-1
Source:	ECONIS - Online Catalogue of the ZBW

Persistent link: https://www.econbiz.de/10011827590