02364nam 2200589Ia 450 991078321420332120230617033850.01-280-50876-097866105087611-84544-291-1(CKB)1000000000032674(EBL)233888(OCoLC)191038907(SSID)ssj0000674560(PQKBManifestationID)11386924(PQKBTitleCode)TC0000674560(PQKBWorkID)10661155(PQKB)10880437(MiAaPQ)EBC233888(Au-PeEL)EBL233888(CaPaEBR)ebr10085635(CaONFJC)MIL50876(OCoLC)133161036(EXLCZ)99100000000003267420000815d2005 uy 0engur|n|---|||||txtccrQUIS 9[electronic resource] /Guest editor: Anders GustafssonBradford, England Emerald Group Publishingc20051 online resource (85 p.)International journal of service industry management ;v.16, no. 2Description based upon print version of record.1-84544-130-3 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 reviewThis 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.Customer servicesManagementService industriesCustomer servicesManagement.Service industries.658.8658.812Gustafsson Anders254597MiAaPQMiAaPQMiAaPQBOOK9910783214203321QUIS 93679837UNINA