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010   $a0-8039-4919-7
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035   $a(EBL)996595
035   $a(OCoLC)809772217
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100   $a20120523d1994      fy|            0
101 0 $aeng
135   $aur|||||||||||
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 (ix, 289 p.) $cill
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   $aCustomer services$xQuality control
606   $aConsumer satisfaction
615  0$aCustomer services$xQuality control.
615  0$aConsumer satisfaction.
676   $a658.812
701   $aRust$b Roland T$0133092
701   $aOliver$b Richard L.$f1945-2016.$0474489
801  0$bStDuBDS
801  1$bStDuBDS
906   $aBOOK
912   $a9910779126503321
996   $aService quality$93765139
997   $aUNINA