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Record Nr. |
UNINA9910818651503321 |
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Autore |
Schneider Benjamin <1938-> |
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Titolo |
Service quality : research perspectives / / Benjamin Schneider, Susan S. White |
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Pubbl/distr/stampa |
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Thousand Oaks, Calif., : Sage Publications, c2004 |
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ISBN |
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1-5063-3267-6 |
0-8039-4919-7 |
1-322-41861-6 |
1-4522-6248-9 |
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Edizione |
[1st ed.] |
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Descrizione fisica |
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1 online resource (ix, 289 p.) : ill |
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Collana |
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Foundations for organizational science |
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Altri autori (Persone) |
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Disciplina |
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Soggetti |
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Customer services - Quality control - Research |
Customer services - Management - Research |
Consumer satisfaction - Research |
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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 bibliografia |
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Includes bibliographical references and indexes. |
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Nota di contenuto |
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Cover; Contents; Introduction to the Series; 1 - Introducing Service Quality; 2 - Conceptualization and Measurement of Service Quality; 3 - Service Operations and the Presence of the Customer; 4 - Service Climate; 5 - Where Are We and Where Do We Go From Here?; Author Index; Subject Index; About the Authors |
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Sommario/riassunto |
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Discussing the latest research and theory in customer satisfaction and services marketing, the topics 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. |
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