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Insights and Managerial Implications From the Frontier
PART ONE: DEFINING SERVICE QUALITY
The Nature of Customer Value - Morris B Holbrook
An Axiology of Services in the Consumption Experience
Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert
The Customer¿s Voice
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman
How Do Consumers Predict Service Quality - Valerie S Folkes
What Do They Expect?
PART THREE: QUALITY IN SERVICE PERFORMANCE
Managing Services When the Service Is a Performance - John Deighton
Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Social Support and Service Quality
PART FOUR: THE IMPACT OF SERVICE QUALITY
Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew
On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al
A Conjoint Analysis Approach
PART FIVE: THE FUTURE OF SERVICE QUALITY
Explanations for the Growth of Services - Steven M Shugan
A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
| Erscheinungsjahr: | 1993 |
|---|---|
| Fachbereich: | Allgemeines |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Seiten: | 300 |
| ISBN-13: | 9780803949201 |
| ISBN-10: | 0803949200 |
| Sprache: | Englisch |
| Ausstattung / Beilage: | Paperback |
| Einband: | Kartoniert / Broschiert |
| Redaktion: | Rust, Roland T. |
| Hersteller: | Sage Publications |
| Maße: | 216 x 140 x 18 mm |
| Von/Mit: | Roland T. Rust |
| Erscheinungsdatum: | 01.11.1993 |
| Gewicht: | 0,426 kg |
Insights and Managerial Implications From the Frontier
PART ONE: DEFINING SERVICE QUALITY
The Nature of Customer Value - Morris B Holbrook
An Axiology of Services in the Consumption Experience
Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert
The Customer¿s Voice
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman
How Do Consumers Predict Service Quality - Valerie S Folkes
What Do They Expect?
PART THREE: QUALITY IN SERVICE PERFORMANCE
Managing Services When the Service Is a Performance - John Deighton
Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Social Support and Service Quality
PART FOUR: THE IMPACT OF SERVICE QUALITY
Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew
On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al
A Conjoint Analysis Approach
PART FIVE: THE FUTURE OF SERVICE QUALITY
Explanations for the Growth of Services - Steven M Shugan
A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
| Erscheinungsjahr: | 1993 |
|---|---|
| Fachbereich: | Allgemeines |
| Genre: | Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Taschenbuch |
| Seiten: | 300 |
| ISBN-13: | 9780803949201 |
| ISBN-10: | 0803949200 |
| Sprache: | Englisch |
| Ausstattung / Beilage: | Paperback |
| Einband: | Kartoniert / Broschiert |
| Redaktion: | Rust, Roland T. |
| Hersteller: | Sage Publications |
| Maße: | 216 x 140 x 18 mm |
| Von/Mit: | Roland T. Rust |
| Erscheinungsdatum: | 01.11.1993 |
| Gewicht: | 0,426 kg |
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