Service quality and management:
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Dt. Univ.-Verl. [u.a.]
1999
|
| Schriftenreihe: | Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | 314 S.: graph. Darst. |
| ISBN: | 3824467801 |
Internformat
MARC
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| 245 | 1 | 0 | |a Service quality and management |c Paul Kunst ... (eds.) |
| 264 | 1 | |a Wiesbaden |b Dt. Univ.-Verl. [u.a.] |c 1999 | |
| 300 | |a 314 S.: graph. Darst. | ||
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Datensatz im Suchindex
| _version_ | 1804127109205983232 |
|---|---|
| adam_text | Table of Contents
Table of Contents
pages
Introduction 1 3
Section I:
Service Quality and Satisfaction
Dynamics in Service Quality Perceptions A Longitudinal
Approach to Evaluate the Outcome Dimension in Service
Quality Perceptions
Claudia Klausegger and Dieter Scharitzer 5 24
National Customer Satisfaction Indices:
A Critical Investigation from an Application Perspective
Ursula Hansen and Thorsten Hennig Thurau 25 53
The Link between Customer Satisfaction and Dealer
Satisfaction The case of the German Car Industry
Alexander Decker 55 88
Section II:
Measuring Service Quality by Applying the Critical Incident
Technique
Criticality of Critical Incidents in Customer Relationships
Bo Edvardsson and Tore Strandvik 89 110
Critical Incidents in Dutch Consumer Press: Why Dissatisfied
Customers Complain with Third Parties
JanA. Schulp 111 159
Section III:
Assuring and Improving Service Quality by Applying Quality
Instruments and Methods
Achieving Service Quality through the Application of
Importance Performance Analysis
Robert Govers and Frank M. Go 161 185
The Sequential Incident Technique for Innovations (SITI)
A Tool for Generating Improvements and Ideas in Service
Processes
Alexander Decker and Harald Meissner 187 226
Table of Contents
pages
Section IV:
Service Quality from the Internal Perspective
Beyond the Call of Duty: The Impact of Perceived Support
on Attitudes and Behavior of Temporary Call Center Agents
Martin Wetzels and Ko de Ruyter 227 250
Quality Management and Organizational Change
Francoise Chevalier 251 274
Sales Related Benefit Analysis of Service Quality Investments
The Moderating Role of Customer Relationship Type
Manfred Bruhn and Dominik Georgi 275 300
List of Abstracts 301 305
Biographies 307 314
|
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| genre_facet | Aufsatzsammlung Konferenzschrift |
| id | DE-604.BV012468488 |
| illustrated | Not Illustrated |
| indexdate | 2024-07-09T18:28:07Z |
| institution | BVB |
| isbn | 3824467801 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-008461997 |
| oclc_num | 260002932 |
| open_access_boolean | |
| owner | DE-945 DE-739 DE-1050 DE-703 DE-859 DE-20 DE-12 DE-634 DE-2070s DE-188 |
| owner_facet | DE-945 DE-739 DE-1050 DE-703 DE-859 DE-20 DE-12 DE-634 DE-2070s DE-188 |
| physical | 314 S.: graph. Darst. |
| publishDate | 1999 |
| publishDateSearch | 1999 |
| publishDateSort | 1999 |
| publisher | Dt. Univ.-Verl. [u.a.] |
| record_format | marc |
| series2 | Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing |
| spelling | Service quality and management Paul Kunst ... (eds.) Wiesbaden Dt. Univ.-Verl. [u.a.] 1999 314 S.: graph. Darst. txt rdacontent n rdamedia nc rdacarrier Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing Unternehmen (DE-588)4061963-1 gnd rswk-swf Qualität (DE-588)4047966-3 gnd rswk-swf Management (DE-588)4037278-9 gnd rswk-swf Qualitätsmanagement (DE-588)4219057-5 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf Servicepolitik (DE-588)4234502-9 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content (DE-588)1071861417 Konferenzschrift gnd-content Management (DE-588)4037278-9 s Dienstleistung (DE-588)4012178-1 s Qualität (DE-588)4047966-3 s DE-604 Qualitätsmanagement (DE-588)4219057-5 s Unternehmen (DE-588)4061963-1 s Servicepolitik (DE-588)4234502-9 s Kunst, Paul Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=008461997&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Service quality and management Unternehmen (DE-588)4061963-1 gnd Qualität (DE-588)4047966-3 gnd Management (DE-588)4037278-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistung (DE-588)4012178-1 gnd Servicepolitik (DE-588)4234502-9 gnd |
| subject_GND | (DE-588)4061963-1 (DE-588)4047966-3 (DE-588)4037278-9 (DE-588)4219057-5 (DE-588)4012178-1 (DE-588)4234502-9 (DE-588)4143413-4 (DE-588)1071861417 |
| title | Service quality and management |
| title_auth | Service quality and management |
| title_exact_search | Service quality and management |
| title_full | Service quality and management Paul Kunst ... (eds.) |
| title_fullStr | Service quality and management Paul Kunst ... (eds.) |
| title_full_unstemmed | Service quality and management Paul Kunst ... (eds.) |
| title_short | Service quality and management |
| title_sort | service quality and management |
| topic | Unternehmen (DE-588)4061963-1 gnd Qualität (DE-588)4047966-3 gnd Management (DE-588)4037278-9 gnd Qualitätsmanagement (DE-588)4219057-5 gnd Dienstleistung (DE-588)4012178-1 gnd Servicepolitik (DE-588)4234502-9 gnd |
| topic_facet | Unternehmen Qualität Management Qualitätsmanagement Dienstleistung Servicepolitik Aufsatzsammlung Konferenzschrift |
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