Service Quality: New Directions in Theory and Practice
Editat de Roland Rust, Richard L. Oliveren Limba Engleză Electronic book text – 2 iul 2012
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Specificații
ISBN-13: 9781452262482
ISBN-10: 1452262489
Pagini: 294
Ediția:1
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
ISBN-10: 1452262489
Pagini: 294
Ediția:1
Editura: SAGE Publications
Colecția Sage Publications, Inc
Locul publicării:Thousand Oaks, United States
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.