02068cam a22002414a 4500 076192146X (Cloth) 0761921478 (Pbk.) HF 5415.5 SCH Schneider, Benjamin. Service quality : research perspectives / Thousand Oaks, Calif. : Sage Publications, c2004. xiii, 185 pages : Illustrations ; Includes index. 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. Customer services - quality control - research. Customer services - management - research. Consumer satisfaction - research. White, Susan S. http://www.loc.gov/catdir/toc/ecip045/2003014201.html http://www.loc.gov/catdir/enhancements/fy0658/2003014201-d.html http://www.loc.gov/catdir/enhancements/fy0740/2003014201-b.html BK lcc 0 0 lcc 0 GIMPA GIMPA REF 2004-03-18 Purchase 0 HF 5415.5 SCH 41250 2022-12-08 2022-12-08 BK 2074 2074