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Item Details
| Title:
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SERVICE QUALITY
RESEARCH PERSPECTIVES |
| By: |
Benjamin Schneider, Susan Schoenberger White |
| Format: |
Hardback |
| List price:
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£152.00 |
| Our price: |
£136.80 |
| Discount: |
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| You save:
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£15.20 |
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| ISBN 10: |
076192146X |
| ISBN 13: |
9780761921462 |
| Availability: |
Usually dispatched within 1-3 weeks.
 Delivery
rates
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| Stock: |
Currently 0 available |
| Publisher: |
SAGE PUBLICATIONS INC |
| Pub. date: |
20 November, 2003 |
| Series: |
Foundations for Organizational Science |
| Pages: |
200 |
| Description: |
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 what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates |
| Synopsis: |
`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 QualityThe 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 what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. 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. |
| Publication: |
US |
| Imprint: |
SAGE Publications Inc |
| Returns: |
Returnable |
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