Screen LibraryService quality：research perspectives
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| Main Authors: | |
|---|---|
| Group Author: | |
| Published: |
Sage Publications,
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| Publisher Address: | Thousand Oaks, Calif. |
| Publication Dates: | c2004. |
| Literature type: | Book |
| Language: | English |
| Series: |
Foundations for organizational science |
| Subjects: | |
| Carrier Form: | xiii, 185 p.: ill. ; 24 cm. |
| ISBN: |
076192146X (Cloth) 0761921478 (pbk.) |
| Index Number: | F713 |
| CLC: |
F713 F718 F274 |
| Call Number: | F274/S358 |
| Contents: |
Includes bibliographical references and indexes. 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. |