Service Quality: New Directions in Theory and Practice

ISBN-13: 9780803949201 / Angielski / Miękka / 1993 / 294 str.

Roland T. Rust; Richard L. Oliver

Opis

In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.