02356nam 2200577 a 450 991077912650332120161219111554.01-5063-3267-60-8039-4919-71-322-41861-61-4522-6248-9(CKB)2550000000105657(EBL)996595(OCoLC)809772217(SSID)ssj0000675890(PQKBManifestationID)12347151(PQKBTitleCode)TC0000675890(PQKBWorkID)10689145(PQKB)10730030(OCoLC)1017729387(StDuBDS)EDZ0000085684(MiAaPQ)EBC996595(EXLCZ)99255000000010565720120523d1994 fy| 0engur|||||||||||txtccrService quality[electronic resource] new directions in theory and practice /editors, Roland T. Rust, Richard L. OliverThousand Oaks, Calif. ;London SAGEc19941 online resource (ix, 289 p.) illDescription based upon print version of record.1-4522-2910-4 0-8039-4920-0 Includes bibliographical references and index.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 AuthorsDiscussing 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.Customer servicesQuality controlConsumer satisfactionCustomer servicesQuality control.Consumer satisfaction.658.812Rust Roland T133092Oliver Richard L.1945-2016.474489StDuBDSStDuBDSBOOK9910779126503321Service quality3765139UNINA