Service Quality - Schneider, Benjamin

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Résumé :
Chapter 1 Introduction
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
Chapter 2 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 Integrated Perspective
Chapter 3 Service Operations And The Presence Of The Customer
The Customer Contact Model Of Service Delivery
Classification Of Services By Christopher Lovelock
Potential Benefits Of Customer Co-Production
Managing Variability Through A Focus On The Customer
Reducing Variability Through A Focus On The Facility
Linking Operational Procedures To Service Quality And Profits
Revenue Management
Chapter 4 A Service Climate
Defining Climate
Climate For Service
Linkage Research
Creating A Service Climate
Chapter 5 Where Are We And Where Do We Go From Here?
How Customers And Service Are Viewed In The Different Fields
Integrated Approaches From Services Management
Introducing Service Quality Into HR/OB
Conclusion: Future Research Agenda
...

Biographie:
Chapter 1 Introduction
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
Chapter 2 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 Integrated Perspective
Chapter 3 Service Operations And The Presence Of The Customer
The Customer Contact Model Of Service Delivery
Classification Of Services By Christopher Lovelock
Potential Benefits Of Customer Co-Production
Managing Variability Through A Focus On The Customer
Reducing Variability Through A Focus On The Facility
Linking Operational Procedures To Service Quality And Profits
Revenue Management
Chapter 4 A Service Climate
Defining Climate
Climate For Service
Linkage Research
Creating A Service Climate
Chapter 5 Where Are We And Where Do We Go From Here?
How Customers And Service Are Viewed In The Different Fields
Integrated Approaches From Services Management
Introducing Service Quality Into HR/OB
Conclusion: Future Research Agenda
...

Sommaire:
Chapter 1 Introduction
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
Chapter 2 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 Integrated Perspective
Chapter 3 Service Operations And The Presence Of The Customer
The Customer Contact Model Of Service Delivery
Classification Of Services By Christopher Lovelock
Potential Benefits Of Customer Co-Production
Managing Variability Through A Focus On The Customer
Reducing Variability Through A Focus On The Facility
Linking Operational Procedures To Service Quality And Profits
Revenue Management
Chapter 4 A Service Climate
Defining Climate
Climate For Service
Linkage Research
Creating A Service Climate
Chapter 5 Where Are We And Where Do We Go From Here?
How Customers And Service Are Viewed In The Different Fields
Integrated Approaches From Services Management
Introducing Service Quality Into HR/OB
Conclusion: Future Research Agenda
...