000			02068cam a22002414a 4500
020			_a076192146X (Cloth)
020			_a0761921478 (Pbk.)
050	0	0	_aHF 5415.5 _bSCH
100	1		_aSchneider, Benjamin.
245	1	0	_aService quality : _bresearch perspectives /
260			_aThousand Oaks, Calif. : _bSage Publications, _cc2004.
300			_axiii, 185 pages : _bIllustrations ;
500			_aIncludes index.
505	0		_aIntroducting 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	_aCustomer services - quality control - research.
650		0	_aCustomer services - management - research.
650		0	_aConsumer satisfaction - research.
700	1		_aWhite, Susan S.
856	4	1	_uhttp://www.loc.gov/catdir/toc/ecip045/2003014201.html
856	4	2	_uhttp://www.loc.gov/catdir/enhancements/fy0658/2003014201-d.html
856	4	2	_uhttp://www.loc.gov/catdir/enhancements/fy0740/2003014201-b.html
942			_cBK _2lcc
999			_c2074 _d2074