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Record Nr. |
UNINA9910783214203321 |
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Titolo |
QUIS 9 [[electronic resource] /] / Guest editor: Anders Gustafsson |
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Pubbl/distr/stampa |
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Bradford, England, : Emerald Group Publishing, c2005 |
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ISBN |
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1-280-50876-0 |
9786610508761 |
1-84544-291-1 |
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Descrizione fisica |
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1 online resource (85 p.) |
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Collana |
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International journal of service industry management ; ; v.16, no. 2 |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Customer services - Management |
Service industries |
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Lingua di pubblicazione |
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Formato |
Materiale a stampa |
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Livello bibliografico |
Monografia |
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Note generali |
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Description based upon print version of record. |
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Nota di contenuto |
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CONTENTS; INTERNATIONAL EDITORIAL ADVISORY BOARD; Editorial; Managing overall service quality in customer care centers; Dynamics of service attributes: a test of Kano's theory of attractive quality; Assessing behavior before it becomes behavior; Communication as an element of service value; Video-based methodology: capturing real-time perceptions of customer processes; Book review |
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Sommario/riassunto |
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This issue of International Journal of Service Industry Management is dedicated toinclude selected best papers presented at QUIS 9 (Quality in Services) held at Karlstaduniversity, Sweden in 15-18 June 2004. The symposium was co-hosted by the Center forService Leadership at Arizona State University, USA. |
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