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Autor: Roland Rust
ISBN-13: 9781506332673
Einband: EPUB
Seiten: 294
Sprache: Englisch
eBook Typ: Adobe Digital Editions
eBook Format: EPUB
Kopierschutz: Adobe DRM [Hard-DRM]
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Service Quality

New Directions in Theory and Practice
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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.
1
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.
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Service Quality - Roland T Rust and Richard L Oliver Insights and Managerial Implications From the FrontierPART ONE: DEFINING SERVICE QUALITYThe Nature of Customer Value - Morris B Holbrook An Axiology of Services in the Consumption ExperienceEncounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert The Customer's VoicePART TWO: FORMING SERVICE QUALITY EXPECTATIONSPrice and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L HoffmanHow Do Consumers Predict Service Quality - Valerie S Folkes What Do They Expect?PART THREE: QUALITY IN SERVICE PERFORMANCEManaging Services When the Service Is a Performance - John DeightonBeyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin Social Support and Service QualityPART FOUR: THE IMPACT OF SERVICE QUALITYLinking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H DrewOn the Measurement of Perceived Service Quality - Wayne S DeSarbo et al A Conjoint Analysis ApproachPART FIVE: THE FUTURE OF SERVICE QUALITYExplanations for the Growth of Services - Steven M ShuganA Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell

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Autor: Roland Rust
ISBN-13:: 9781506332673
ISBN: 1506332676
Verlag: SAGE Publications
Seiten: 294
Sprache: Englisch
Auflage 1
Sonstiges: Ebook