Service quality : research perspectives / Benjamin Schneider, Susan S. White.

Author/creator Schneider, Benjamin, 1938-
Other author White, Susan S.
Format Book
Publication InfoThousand Oaks, Calif. : Sage Publications, ©2004.
Descriptionxiii, 185 pages : illustrations ; 24 cm.
Supplemental ContentTable of contents
Subjects
Customer services--Quality control. --Research.
Customer services--Management. --Research.
Consumer satisfaction--Research.

SeriesFoundations for organizational science
Foundations for organizational science. ^A360851
Contents Introducting service quality -- Approach of the book -- What are services? -- What is Quality? -- Why is the study of service quality important? -- Overview of the rest of the book -- Conceptualization and measurement of service quality : marketing perspectives -- Dimensions of service quality -- Gap models and the role of expectations in service quality -- Overall service quality -- Service quality and customer satisfaction -- Survey development : an intregrated perspective -- Service operations and the presence of the customer -- The customer-contact model of service delivery -- Classification of services by lovelock -- Potential benefits of customer coproduction -- Managing variability through a focus on the customer -- Reducing variability through a focus on the facility -- Linking operational procedures to service quality and profits, too -- Revenue management -- Service climate -- Defining climate -- Climate for service -- Linkage research -- Creating a service climate -- Where are we and where do we go from here? -- How customers and service are viewed in the different fields -- Integrated approaches from service management -- Introducing service quality into HRM/OB.
Bibliography noteIncludes bibliographical references and indexes.
LCCN 2003014201
ISBN076192146X (Cloth)
ISBN0761921478 (pbk.)

Availability

Library Location Call Number Status Item Actions
Joyner General Stacks HF5415.5 .S338 2004 ✔ Available Place Hold