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Books
Service quality : research perspectives
- Author / Creator
- Available as
- Physical
Details
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- Creator
- Benjamin Schneider, Susan S. White
- Format
- Books
- Language
- English
- Contributors
- Publication
-
- Thousand Oaks, Calif. : Sage Publications, [2004]
- ©2004
- Physical Details
-
- xiii, 185 pages : illustrations ; 24 cm
- ISBNs
- 9780761921462, 076192146X, 9780761921479, 0761921478
- OCLC
- ocm52495539
- Includes bibliographical references and indexes.o
- 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