Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver
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| Titolo: |
Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver
|
| Pubblicazione: | Thousand Oaks, Calif. ; ; London, : SAGE, c1994 |
| Descrizione fisica: | 1 online resource (ix, 289 p.) : ill |
| Disciplina: | 658.812 |
| Soggetto topico: | Customer services - Quality control |
| Consumer satisfaction | |
| Altri autori: |
RustRoland T
OliverRichard L. <1945-2016.>
|
| Note generali: | Description based upon print version of record. |
| Nota di bibliografia: | Includes bibliographical references and index. |
| Nota di contenuto: | 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 Authors |
| Sommario/riassunto: | Discussing 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. |
| Titolo autorizzato: | Service quality |
| ISBN: | 1-5063-3267-6 |
| 0-8039-4919-7 | |
| 1-322-41861-6 | |
| 1-4522-6248-9 | |
| Formato: | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione: | Inglese |
| Record Nr.: | 9910779126503321 |
| Lo trovi qui: | Univ. Federico II |
| Opac: | Controlla la disponibilità qui |