Service Quality: Research Perspectives
Опубликовано на портале: 19-04-2007
Thousemd Oaks, CA: Sage Publications, 2003, 200 с.
Тематический раздел:
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Service Quality: Research Perspectives presents a comprehensive overview and analysis
of the field and its research, including its growth, emerging trends, and debates.
Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical
approaches that characterize thinking and research on service quality, especially
service delivery. It introduces the concept of service and the important ways service
production can differ from goods production. It also presents a history of the concept
of product quality and the emergence of concern for service quality
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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
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
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
Defining Climate
Climate For Service
Linkage Research
Creating A Service Climate
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
Chapter 2. Conceptualization And Measurement Of Service Quality: Marketing Perspectives
Chapter 3. Service Operations And The Presence Of The Customer
Chapter 4. A Service Climate
Chapter 5. Where Are We And Where Do We Go From Here?
Ключевые слова
operational management бизнес-маркетинг маркетинг услуг менеджмент в сфере услуг управление качеством
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