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010   $a0-8039-4919-7
010   $a1-322-41861-6
010   $a1-4522-6248-9
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035   $a(EBL)996595
035   $a(OCoLC)809772217
035   $a(SSID)ssj0000675890
035   $a(PQKBManifestationID)12347151
035   $a(PQKBTitleCode)TC0000675890
035   $a(PQKBWorkID)10689145
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035   $a(OCoLC)1017729387
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100   $a20120523d1994      fy|            0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 00$aService quality$b[electronic resource] $enew directions in theory and practice /$feditors, Roland T. Rust, Richard L. Oliver
210   $aThousand Oaks, Calif. ;$aLondon $cSAGE$dc1994
215   $a1 online resource (201 p.)
300   $aDescription based upon print version of record.
311   $a1-4522-2910-4 
311   $a0-8039-4920-0 
320   $aIncludes bibliographical references and index.
327   $aCover; 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
330 8 $aDiscussing 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.
606   $aConsumer satisfaction
606   $aConsumer satisfaction
606   $aCustomer services - Quality control
606   $aCustomer services -- Quality control
606   $aCustomer services$xQuality control
606   $aConsumer satisfaction
606   $aCommerce$2HILCC
606   $aBusiness & Economics$2HILCC
606   $aMarketing & Sales$2HILCC
608   $aElectronic books.
615  4$aConsumer satisfaction.
615  4$aConsumer satisfaction.
615  4$aCustomer services - Quality control.
615  4$aCustomer services -- Quality control.
615  0$aCustomer services$xQuality control
615  0$aConsumer satisfaction
615  7$aCommerce
615  7$aBusiness & Economics
615  7$aMarketing & Sales
676   $a658.812
700   $aRust$b Roland$0133092
701   $aRust$b Roland T$0133092
701   $aOliver$b Richard L.$f1945-2016.$0474489
801  0$bStDuBDS
801  1$bStDuBDS
906   $aBOOK
912   $a9910479960403321
996   $aService quality$92455580
997   $aUNINA