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Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver
| Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c1994 |
| Descrizione fisica | 1 online resource (ix, 289 p.) : ill |
| Disciplina | 658.812 |
| Altri autori (Persone) |
RustRoland T
OliverRichard L. <1945-2016.> |
| Soggetto topico |
Customer services - Quality control
Consumer satisfaction |
| 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 | eng |
| 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 |
| Record Nr. | UNINA-9910779126503321 |
| Thousand Oaks, Calif. ; ; London, : SAGE, c1994 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver
| Service quality [[electronic resource] ] : new directions in theory and practice / / editors, Roland T. Rust, Richard L. Oliver |
| Pubbl/distr/stampa | Thousand Oaks, Calif. ; ; London, : SAGE, c1994 |
| Descrizione fisica | 1 online resource (ix, 289 p.) : ill |
| Disciplina | 658.812 |
| Altri autori (Persone) |
RustRoland T
OliverRichard L. <1945-2016.> |
| Soggetto topico |
Customer services - Quality control
Consumer satisfaction |
| 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 | eng |
| 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 |
| Record Nr. | UNINA-9910818651503321 |
| Thousand Oaks, Calif. ; ; London, : SAGE, c1994 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| Soggetto genere / forma | Electronic books. |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910463267103321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910787555303321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.]
| Service quality measurement [[electronic resource] ] : issues and perspectives / / L.L.R. Rodrigues ... [et al.] |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Hamburg, : Anchor Academic Pub., 2013 |
| Descrizione fisica | 1 online resource (82 p.) |
| Disciplina |
658.8
658.812 |
| Altri autori (Persone) | RodriguesL. L. R |
| Soggetto topico |
Consumer satisfaction - Evaluation
Customer services - Evaluation Service industries - Quality control |
| ISBN | 3-95489-552-8 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Service Quality Measurement: Issues and Perspectives; Acknowledgement; Synopsis; Introduction; Problem Statement; Research Methodology; Significance of this Research; Limitations and Scope for future Research; Conclusions; List of Figures; Contents; 1. Introduction; 1.1. The Background; 1.2. The SERVQUAL Metric; 1.3. The SERVPERF Metric; 1.4. Criticisms on SERVQUAL and SERVPERF; 1.5. The Problem Statement; 1.6. Objectives of the research; 1.7. Significance of this Research; 2. Literature Review; 2.1. Service Quality Research; 2.2. The Service Quality Models
2.2.1. Gronroos'' Service Quality Model2.2.2. SERVQUAL Model; 2.2.3. The SERVPERF Model; 2.2.4. The Three-Component Model; 2.2.5. The Multilevel Model; 2.3. Discussion on Service Quality Models; 2.4. Metric Development; 3. Structural Models, Hypothesis & The Metric; 3.1. Structural Model: Difference in SERVQUAL and SERVPERF based measurement of Service quality; 3.2. Research Hypothesis; 3.3. Metric Preparation; 4. Researvh Methodology; 4.1 Nature of Research and the Variables; 4.2 Research Framework; 4.4 Development of SERVQUAL/SERVPERF Metric; 4.5 Organizational Profile and Demographics 4.6 Reliability, Validity and Practicality4.6.1 Reliability of the Instrument; 4.6.2 Validity of the Instrument; 4.7 Practicality of the Instrument; 4.8 Data Collection Strategies; 4.9 Statistical Procedures; 4.10 Types of Data Analysis; 5. Analysis and Results; 5.1.Descriptive Statistics; 5.2.Reliability analysis; 5.3.Distribution Pattern; 5.4.Factor Analysis; 5.5.Comparisons of SERVQUAL and SERVPERF; 5.5.1. Department-wise Comparison; 5.5.1.1.Electronics Engineering Department; 5.5.1.2.Computer Science & Engineering Department; 5.5.1.3.Mechanical Engineering Department 5.5.2. Institution-wise Comparison5.5.3. Dimension-wise Comparison; 6. Findings, Implications & Conclusions; 6.1. Findings; 6.2. Implications; 6.3. Scope for future work; 6.4. Conclusions; References; Appendix I; Appendix - II; Appendix - III |
| Record Nr. | UNINA-9910807432803321 |
| Hamburg, : Anchor Academic Pub., 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott
| Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (100 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
BaronSteve
ElliottDominic HarrisKim |
| Collana | Journal of services marketing |
| Soggetto topico |
Customer relations
Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-50924-4
9786610509249 1-84544-587-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Guest editorial; The impact of perceived justice on consumers' emotional responses to service complaint experiences; The impact of choice on fairness in the context of service recovery; Typologies of e-commerce retail failures and recovery strategies; Antecedents and outcomes of service recovery performance in a public health-care environment; Business (not) as usual: crisis management, service recovery and the vulnerability of organisations; When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
| Record Nr. | UNINA-9910449865503321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott
| Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (100 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
BaronSteve
ElliottDominic HarrisKim |
| Collana | Journal of services marketing |
| Soggetto topico |
Customer relations
Customer services |
| ISBN |
1-280-50924-4
9786610509249 1-84544-587-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Guest editorial; The impact of perceived justice on consumers' emotional responses to service complaint experiences; The impact of choice on fairness in the context of service recovery; Typologies of e-commerce retail failures and recovery strategies; Antecedents and outcomes of service recovery performance in a public health-care environment; Business (not) as usual: crisis management, service recovery and the vulnerability of organisations; When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
| Record Nr. | UNINA-9910783553003321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott
| Service recovery and service continuity [[electronic resource] /] / guest editors Steve Baron, Kim Harris and Dominic Elliott |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2005 |
| Descrizione fisica | 1 online resource (100 p.) |
| Disciplina | 658.812 |
| Altri autori (Persone) |
BaronSteve
ElliottDominic HarrisKim |
| Collana | Journal of services marketing |
| Soggetto topico |
Customer relations
Customer services |
| ISBN |
1-280-50924-4
9786610509249 1-84544-587-2 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Contents; Guest editorial; The impact of perceived justice on consumers' emotional responses to service complaint experiences; The impact of choice on fairness in the context of service recovery; Typologies of e-commerce retail failures and recovery strategies; Antecedents and outcomes of service recovery performance in a public health-care environment; Business (not) as usual: crisis management, service recovery and the vulnerability of organisations; When service failure is not service failure: an exploration of the forms and motives of "illegitimate" customer complaining
Crisis management and services marketingBlending services and crises: a few questions and observations; Executive summary and implications for managers and executives; |
| Record Nr. | UNINA-9910825283103321 |
| Bradford, England, : Emerald Group Publishing, c2005 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Service science, management and engineering : education for the 21st century / Bill Hefley, Wendy Murphy (eds.)
| Service science, management and engineering : education for the 21st century / Bill Hefley, Wendy Murphy (eds.) |
| Pubbl/distr/stampa | New york, : Springer, ©2008 |
| Descrizione fisica | XXVI, 384 p. ; 25 cm |
| Disciplina | 658.812 |
| Soggetto topico | Consumatori - Servizi |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNICAS-RML0315967 |
| New york, : Springer, ©2008 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Cassino | ||
| ||
Service-ability [[electronic resource] ] : create a customer centric culture and gain competitive advantage / / Kevin Robson
| Service-ability [[electronic resource] ] : create a customer centric culture and gain competitive advantage / / Kevin Robson |
| Autore | Robson Kevin |
| Pubbl/distr/stampa | Chichester, : Wiley, 2013 |
| Descrizione fisica | 1 online resource (279 p.) |
| Disciplina |
658.4
658.812 |
| Soggetto topico | Customer services |
| ISBN |
1-119-20835-1
1-283-83520-7 1-118-45787-0 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Title page; Copyright page; Contents; Preface; Foreword; 1: Connectedness; Migram and six degrees of separation; Dunbar's number; Gladwell and Granovetter; Web 2.0 and word of mouth; Apostles and Terrorists; Feedback loops; Reflection on United; 2: Customer Satisfaction and its Link to Profit; Non-rational man; The rational organization; All people, all levels; Moments of truth; Customer relationships built on trust; Totally satisfied customers; Loyalty = profit; Internal service quality; 3: Our Industrial Legacy; The Industrial Revolution; Weber & bureaucracy; Fordism
Fayol and the human relations school Jump 70 years; New approach to management; 4: Our Service Economy; A difficult birth; The service economy; Commercially dangerous; The effect of technology; British disease; Demographics; Lower pay/inequality; Employment 'contract'; Opportunity; 5: Servicing Customers is Not Customer Service; Porter's value chain; Balanced scorecard; Car body repair shop story; The customer is king; The cost of quality; The Bottom Line interview; Call centres; Customer value triad; Summary; 6: Understanding Service-Ability; Engagement; Initiative; Professionalism Involvement 7: Getting the People Right; Recruitment; Intellectual capital; Inappropriate management; Rules and regulations; Greed and financial incentives; Pink on reward and motivation; Strategic HRM; Nissan and Google; Summarizing modernized management; 8: Appropriate Organization; Power of the office desk; Coercive bureaucracy; A real-life example; Inappropriate technology; Form follows function; Small is beautiful; Organismic vs. mechanistic; Teamwork; Autonomous, self-managing teams; Complexity theory; Summing up appropriate organization; 9: Effective Leadership; Leadership concepts Corridors of power poem Sources of power; Distributed leadership; Servant leadership; Primus inter pares; Empowerment; Practical wisdom; Winterbourne View; Re-moralizing work - Schwartz; Hierarchy; Collective wisdom; Honesty without fear; 10: Clarity of Purpose; Mission, vision; Obliquity vs. narrow strategy; Engagement; Purpose; Purposefulness; Purposeful systems; Values - The fuel tank that never runs dry; Matshushita on purpose; Systems integration and process clarity; Total service quality; Approaches to quality; Total Quality; 11: Bringing it all together; Index |
| Record Nr. | UNINA-9910141362903321 |
Robson Kevin
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| Chichester, : Wiley, 2013 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
