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Service Quality
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Service Quality
New Directions in Theory and Practice

Edited by:
  • Roland T. Rust - University of Maryland, USA
  • Richard L. Oliver - Vanderbilt University, USA, University of Pennsylvania, USA, Washington University, St Louis, USA, University of Iowa, USA, University of Kentucky, USA

Other Titles in:
Marketing (General)

December 1993 | 294 pages | SAGE Publications, Inc
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.
Roland T Rust and Richard L Oliver
Service Quality
Insights and Managerial Implications From the Frontier

 
 
PART ONE: DEFINING SERVICE QUALITY
Morris B Holbrook
The Nature of Customer Value
An Axiology of Services in the Consumption Experience

 
Mary Jo Bitner and Amy R Hubbert
Encounter Satisfaction Versus Overall Satisfaction Versus Quality
The Customer's Voice

 
 
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Jan-Benedict E M Steenkamp and Donna L Hoffman
Price and Advertising and Market Signals for Service Quality
Valerie S Folkes
How Do Consumers Predict Service Quality
What Do They Expect?

 
 
PART THREE: QUALITY IN SERVICE PERFORMANCE
John Deighton
Managing Services When the Service Is a Performance
Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Beyond Smiling
Social Support and Service Quality

 
 
PART FOUR: THE IMPACT OF SERVICE QUALITY
Ruth N Bolton and James H Drew
Linking Customer Satisfaction to Service Operations and Outcomes
Wayne S DeSarbo et al
On the Measurement of Perceived Service Quality
A Conjoint Analysis Approach

 
 
PART FIVE: THE FUTURE OF SERVICE QUALITY
Steven M Shugan
Explanations for the Growth of Services
Eugene W Anderson and Claes Fornell
A Customer Satisfaction Research Prospectus

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ISBN: 9780803949201
£54.00

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