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- 2003014201 contributor B9513011.
- 2003014201 contributor B9513012.
- 2003014201 created "c2004.".
- 2003014201 date "2004".
- 2003014201 date "c2004.".
- 2003014201 dateCopyrighted "c2004.".
- 2003014201 description "Includes bibliographical references and indexes.".
- 2003014201 description "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.".
- 2003014201 extent "xiii, 185 p. :".
- 2003014201 identifier "076192146X (Cloth)".
- 2003014201 identifier "0761921478 (Pbk.)".
- 2003014201 identifier 2003014201-d.html.
- 2003014201 identifier 2003014201-b.html.
- 2003014201 identifier 2003014201.html.
- 2003014201 isPartOf "Foundations for organizational science".
- 2003014201 issued "2004".
- 2003014201 issued "c2004.".
- 2003014201 language "eng".
- 2003014201 publisher "Thousand Oaks, Calif. : Sage Publications,".
- 2003014201 subject "658.8/12 21".
- 2003014201 subject "Consumer satisfaction Research.".
- 2003014201 subject "Customer services Management Research.".
- 2003014201 subject "Customer services Quality control Research.".
- 2003014201 subject "HF5415.5 .S338 2004".
- 2003014201 tableOfContents "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.".
- 2003014201 title "Service quality : research perspectives / Benjamin Schneider, Susan S. White.".
- 2003014201 type "text".