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Record Nr. |
UNINA9910809602403321 |
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Titolo |
QUIS 9 symposium : service excellence in management / / guest editors: Professor Anders Gustafsson and Professor Bo Evardsson |
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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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1-280-50853-1 |
9786610508532 |
1-84544-266-0 |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (91 p.) |
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Collana |
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Managing service quality an international journal ; ; v.15, no. 2 |
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Altri autori (Persone) |
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EvardssonBo |
GustafssonAnders |
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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; EDITORIAL ADVISORY BOARD; Guest editorial; Service quality: beyond cognitive assessment; Service quality as an important dimension of brand equity in Swiss services industries; A manufacturer becoming service provider - challenges and a paradox; Fading customer relationships in professional services; Does customer satisfaction lead to profitability?; E-services and offline fulfilment: how e-loyalty is created; The importance of attitude and appearance in the service encounter in retail and hospitality; Book review |
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Sommario/riassunto |
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This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick, UK and the Service Research Center at Karlstad University, Sweden. |
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