QUIS 9 symposium [[electronic resource] ] : service excellence in management / / guest editors: Professor Anders Gustafsson and Professor Bo Evardsson

• Pubblicazione: Bradford, England, : Emerald Group Publishing, c2005
• Descrizione fisica: 1 online resource (91 p.)
• Soggetto topico: Customer services - Management; Service industries
• Altri autori: EvardssonBo GustafssonAnders
• Note generali: Description based upon print version of record.
• Nota di contenuto: CONTENTS; EDITORIAL ADVISORY BOARD; Guest editorial; Service quality: beyond cognitive assessment; Service quality as an important dimension of brand equity in Swiss services industries; A manufacturer becoming service provider - challenges and a paradox; Fading customer relationships in professional services; Does customer satisfaction lead to profitability?; E-services and offline fulfilment: how e-loyalty is created; The importance of attitude and appearance in the service encounter in retail and hospitality; Book review
• Sommario/riassunto: This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick, UK and the Service Research Center at Karlstad University, Sweden.
• Titolo autorizzato: QUIS 9 symposium
• ISBN: 1-280-50853-1; 9786610508532; 1-84544-266-0
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910783216903321
• Lo trovi qui: Univ. Federico II