The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. This title presents an overview and analysis of the field and its research, including its growth, various trends, and debates.

'An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based on different service quality perspectives (marketing, operations management, and organisational studies)' - Managing Service Quality The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I//O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding...