Service quality
new directions in theory and practice
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Author
Contributions
- Rust, Roland T. - Contributor
- Oliver, Richard L. - Contributor
Publication
1994 - Sage Publications, Thousand Oaks, Calif, California
Language
English
Word Count
72,250 words, Guess
Page Count
289 pages
Identifiers
- Open LibraryOL1421074M
- ISBN-100803949197
- OCLC Control Number28665527
- OCLC Control Numberservicequalityne0000unse
- Library of Congress Control Number93031228
and 1 more
- Goodreads5067656
Classifications
- DDC658.8/12
- LCCHF5415.5 .S468 1994
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.
Subjects
Other Editions
- Service quality
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