TY  - BOOK
AU  - Schneider,Benjamin
AU  - White,Susan S.
TI  - Service quality: research perspectives 
SN  - 076192146X (Cloth)
AV  - HF 5415.5 SCH
PY  - 2004///
CY  - Thousand Oaks, Calif.
PB  - Sage Publications
KW  - Customer services - quality control - research
KW  - Customer services - management - research
KW  - Consumer satisfaction - research
N1  - 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
UR  - http://www.loc.gov/catdir/toc/ecip045/2003014201.html
UR  - http://www.loc.gov/catdir/enhancements/fy0658/2003014201-d.html
UR  - http://www.loc.gov/catdir/enhancements/fy0740/2003014201-b.html
ER  -