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- catalog abstract ""The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. In this book, designed to advance the practice of delivering superior service, the field's leading scholars and practitioners present a wealth of stimulating ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophizing about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality." "An exhilarating - and sometimes demanding - change of pace, Service Quality is essential for professionals involved with any aspect of service, as well as researchers, scholars, and students in marketing studies."--BOOK JACKET.".
- catalog contributor b6651045.
- catalog contributor b6651046.
- catalog contributor b6651047.
- catalog created "c1994.".
- catalog date "1994".
- catalog date "c1994.".
- catalog dateCopyrighted "c1994.".
- catalog description ""The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. In this book, designed to advance the practice of delivering superior service, the field's leading scholars and practitioners present a wealth of stimulating ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophizing about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality." "An exhilarating - and sometimes demanding - change of pace, Service Quality is essential for professionals involved with any aspect of service, as well as researchers, scholars, and students in marketing studies."--BOOK JACKET.".
- catalog description "Includes bibliographical references and indexes.".
- catalog description "Service quality : insights and managerial implications from the frontier / Roland T. Rust, Richard L. Oliver -- The nature of customer value : an axiology of services in the consumption experience / Morris B. Holbrook -- Encounter satisfaction versus overall satisfaction versus quality : the customer's voice / Mary Jo Bitner, Amy R. Hubbert -- Price and advertising as market signals for service quality / Jan-Benedict E.M. Steenkamp, Donna L. Hoffman -- How consumers predict service quality : what do they expect? / Valerie S. Folkes -- Managing services when the service is a performance / John Deighton -- Beyond smiling : social support and service quality / Mara B. Adelman, Aaron Ahuvia, Cathy Goodwin -- Linking customer satisfaction to service operations and outcomes / Ruth N. Bolton, James H. Drew -- On the measurement of perceived service quality : a conjoint analysis approach / Wayne S. DeSarbo ... [et al.] -- Explanations for the growth of services / Steven M. Shugan -- A customer satisfaction research prospectus / Eugene W. Anderson, Claes Fornell.".
- catalog extent "ix, 289 p. :".
- catalog hasFormat "Service quality.".
- catalog identifier "0803949200 (pbk.) :".
- catalog isFormatOf "Service quality.".
- catalog issued "1994".
- catalog issued "c1994.".
- catalog language "eng".
- catalog publisher "Thousand Oaks, Calif. : Sage Publications,".
- catalog relation "Service quality.".
- catalog subject "658.8/12 20".
- catalog subject "Consumer satisfaction.".
- catalog subject "Customer services Quality control.".
- catalog subject "Customer services".
- catalog subject "HF5415.5 .S468 1994".
- catalog tableOfContents "Service quality : insights and managerial implications from the frontier / Roland T. Rust, Richard L. Oliver -- The nature of customer value : an axiology of services in the consumption experience / Morris B. Holbrook -- Encounter satisfaction versus overall satisfaction versus quality : the customer's voice / Mary Jo Bitner, Amy R. Hubbert -- Price and advertising as market signals for service quality / Jan-Benedict E.M. Steenkamp, Donna L. Hoffman -- How consumers predict service quality : what do they expect? / Valerie S. Folkes -- Managing services when the service is a performance / John Deighton -- Beyond smiling : social support and service quality / Mara B. Adelman, Aaron Ahuvia, Cathy Goodwin -- Linking customer satisfaction to service operations and outcomes / Ruth N. Bolton, James H. Drew -- On the measurement of perceived service quality : a conjoint analysis approach / Wayne S. DeSarbo ... [et al.] -- Explanations for the growth of services / Steven M. Shugan -- A customer satisfaction research prospectus / Eugene W. Anderson, Claes Fornell.".
- catalog title "Service quality : new directions in theory and practice / editors, Roland T. Rust, Richard L. Oliver.".
- catalog type "text".