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Autore: | Rust Roland |
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 (201 p.) |
Disciplina: | 658.812 |
Soggetto topico: | Consumer satisfaction |
Customer services - Quality control | |
Customer services -- Quality control | |
Commerce | |
Business & Economics | |
Marketing & Sales | |
Soggetto genere / forma: | Electronic books. |
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: | 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.: | 9910479960403321 |
Lo trovi qui: | Univ. Federico II |
Opac: | Controlla la disponibilità qui |