Service Quality: Multidisciplinary and Multinational PerspectivesStephen Walter Brown Lexington Books, 1991 - 350 sidor To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com. |
Innehåll
What Is Service Quality? | xv |
Service Quality A Holistic View | xvii |
The Evolution of the Services Marketing Mix and Its Relationship to Service Quality | 17 |
Managing Quality in HomeCare Services | 33 |
Notes on the Concept of Service Quality and Economic Value | 51 |
How to Develop Service Quality | 65 |
Blueprinting A Tool for Managing Quality in Service | 67 |
The Development of BudgetEconomy Hotels in the United Kingdom The Consumers Perception of Quality | 87 |
Strategy and Organization for Service | 185 |
Empowering Consumers within Public Human Services The Case for Civil Democracy | 199 |
Development of a Personnel Selection System for Service Jobs | 211 |
An Evolution of Research on Professional Service Quality | 231 |
How to Assess Service Quality | 245 |
Understanding Measuring and Improving Service Quality Findings from a Multiphase Research Program | 247 |
Building and Maintaining Quality in the Service Relationship | 263 |
Quality Control in the Service Firm and Consumer Learning | 283 |
The Design of Chains of Actions A Prerequisite for the Development and Design of Service Strategies and Managerial Processes | 103 |
On the Strategic Implications of Tangible Elements in the Marketing of Industrial Services | 117 |
Service Quality Multidisciplinary and Multinational Perspectives An Experimental Study of Service Production Processes in Different Cultures | 129 |
Evaluating Marketing and Operations Service Quality Information A Preliminary Report | 137 |
How to Implement Service Quality | 149 |
Service Quality and the Service Delivery System A Diagnostic Framework | 151 |
Implementing the Integration of Customer Expectations and Operational Capability | 173 |
Service Quality and Knowledge Production | 294 |
Quality in Services and Quality in Service Organizations A Model for Quality Assessment | 301 |
Index | 321 |
List of Contributors | 329 |
About the Editors | 333 |
Andra upplagor - Visa alla
Service Quality: Multidisciplinary and Multinational Perspectives Stephen Walter Brown Fragmentarisk förhandsgranskning - 1991 |
Vanliga ord och fraser
American Marketing Association analysis Arizona State University assessment attribute theory bad machine behavior Berry Bitner blueprinting budget hotel Business chapter client competitive concept consumer cost county councils customer satisfaction customer's defined dimensions economic effective employees equilibrium evaluation example exists expectations factors failpoints function Grönroos Gummesson high quality home-care services identified important individual industrial input install intangible interaction Journal of Marketing knowledge marketing mix measures Model of Service monetarized municipalities operations organizational output Parasuraman Pareto dominates perceived performance personnel problem professional service profits quality control quality in services quality noise R&D intensity relationship relationship marketing result Schneider sector selection service delivery system service economy service encounter service firms Service Management service organizations service production service provided service quality service style Services Marketing social specific strategy sumers Sweden Swedish tangible tion University of Karlstad variables Zeithaml
Populära avsnitt
Sida ix - Research conducted for the profit impact of market strategy (PIMS) program has led to the conclusion that "in the long run, the most important single factor affecting a business unit's performance is the quality of its products and services, relative to those of competitors
Hänvisningar till den här boken
Transactions from a Symposium on Quality Function Deployment: QFD., Volym 6 Ingen förhandsgranskning - 1994 |
Coalitions and Competition: The Globalization of Professional Business Services Yair Aharoni Ingen förhandsgranskning - 1993 |