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center : Transportasion Organization
Material Type : Latin Book
Record Number : 5758
Doc. No : 1160
Language of Document : English
Main Entry : Schneider, Benjamin,1938-
Title & Author : Service quality:research perspectives/ Benjamin Schneider, Susan S. White
Publication Statement : Thousand Oaks, Calif: .Sage Publications,c2004.
Series Statement : (Foundations for organizational science)
Page. NO : xiii, 185 p.: , ill. , 24 cm.
ISBN : 076192146X(Cloth)
Notes : Language: انگلیسی
Notes : Print
Bibliographies/Indexes : Includes bibliographical references and indexes.
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.
Subject : Customer services, Quality control, Research
Subject : Customer services, Management, Research
Subject : Consumer satisfaction, Research
Dewey Classification : ‭658.8.12‬
LC Classification : ‭HF5415.5‬‭.S3 2004‬
Added Entry : White, Susan S
 
 
 
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