Service quality : (Record no. 2074)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 02068cam a22002414a 4500 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 076192146X (Cloth) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER | |
| ISBN | 0761921478 (Pbk.) |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER | |
| Classification number | HF 5415.5 |
| Item number | SCH |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | Schneider, Benjamin. |
| 245 10 - TITLE STATEMENT | |
| Title | Service quality : |
| Remainder of title | research perspectives / |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication | Thousand Oaks, Calif. : |
| Name of publisher | Sage Publications, |
| Year of publication | c2004. |
| 300 ## - PHYSICAL DESCRIPTION | |
| Number of Pages | xiii, 185 pages : |
| Other physical details | Illustrations ; |
| 500 ## - GENERAL NOTE | |
| General note | Includes index. |
| 505 0# - FORMATTED CONTENTS NOTE | |
| Formatted contents note | 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. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer services - quality control - research. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Customer services - management - research. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM | |
| Topical Term | Consumer satisfaction - research. |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | White, Susan S. |
| 856 41 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://www.loc.gov/catdir/toc/ecip045/2003014201.html |
| 856 42 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://www.loc.gov/catdir/enhancements/fy0658/2003014201-d.html |
| 856 42 - ELECTRONIC LOCATION AND ACCESS | |
| Uniform Resource Identifier | http://www.loc.gov/catdir/enhancements/fy0740/2003014201-b.html |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Book |
| Withdrawn status | Lost status | Not for loan | Home library | Current library | Shelving location | Date acquired | Source of acquisition | Full call number | Accession Number | Koha item type |
|---|---|---|---|---|---|---|---|---|---|---|
| GIMPA Main | GIMPA Main | Reference Section | 2004-03-18 | Purchase | HF 5415.5 SCH | 41250 | Book |