02616nam 2200649Ia 450 991081865150332120200520144314.01-5063-3267-60-8039-4919-71-322-41861-61-4522-6248-9(CKB)2550000000105657(EBL)996595(OCoLC)809772217(SSID)ssj0000675890(PQKBManifestationID)12347151(PQKBTitleCode)TC0000675890(PQKBWorkID)10689145(PQKB)10730030(OCoLC)1017729387(StDuBDS)EDZ0000085684(MiAaPQ)EBC996595(EXLCZ)99255000000010565720030620d2004 uy 0engur|||||||||||txtccrService quality research perspectives /Benjamin Schneider, Susan S. White1st ed.Thousand Oaks, Calif. Sage Publicationsc20041 online resource (ix, 289 p.) illFoundations for organizational scienceDescription based upon print version of record.1-4522-2910-4 0-8039-4920-0 Includes bibliographical references and indexes.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.Foundations for organizational science.Customer servicesQuality controlResearchCustomer servicesManagementResearchConsumer satisfactionResearchCustomer servicesQuality controlResearch.Customer servicesManagementResearch.Consumer satisfactionResearch.658.812Schneider Benjamin1938-116525White Susan S1420739MiAaPQMiAaPQMiAaPQBOOK9910818651503321Service quality4185560UNINA