Service quality :: research perspectives /
Gespeichert in:
| 1. Verfasser: | |
|---|---|
| Weitere Verfasser: | |
| Format: | Elektronisch E-Book |
| Sprache: | English |
| Veröffentlicht: |
Thousand Oaks, Calif. :
Sage Publications,
©2004.
|
| Schriftenreihe: | Foundations for organizational science.
|
| Schlagworte: | |
| Online-Zugang: | Volltext |
| Beschreibung: | 1 online resource (xiii, 185 pages :) : illustrations. |
| Bibliographie: | Includes bibliographical references and indexes. |
| ISBN: | 9781452262482 1452262489 |
Internformat
MARC
| LEADER | 00000cam a2200000 a 4500 | ||
|---|---|---|---|
| 001 | ZDB-4-EBU-ocn808344034 | ||
| 003 | OCoLC | ||
| 005 | 20241004212047.0 | ||
| 006 | m o d | ||
| 007 | cr cnu---unuuu | ||
| 008 | 030620s2004 caua ob 001 0 eng d | ||
| 010 | |z 2003014201 | ||
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| 020 | |a 1452262489 |q (electronic bk.) | ||
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| 020 | |z 0761921478 |q (pbk.) | ||
| 035 | |a (OCoLC)808344034 |z (OCoLC)1258904039 | ||
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| 100 | 1 | |a Schneider, Benjamin, |d 1938- |1 https://id.oclc.org/worldcat/entity/E39PBJhMj8wXGF4FcTT9Wcrcyd |0 http://id.loc.gov/authorities/names/n82055237 | |
| 245 | 1 | 0 | |a Service quality : |b research perspectives / |c Benjamin Schneider, Susan S. White. |
| 260 | |a Thousand Oaks, Calif. : |b Sage Publications, |c ©2004. | ||
| 300 | |a 1 online resource (xiii, 185 pages :) : |b illustrations. | ||
| 336 | |a text |b txt |2 rdacontent | ||
| 337 | |a computer |b c |2 rdamedia | ||
| 338 | |a online resource |b cr |2 rdacarrier | ||
| 490 | 1 | |a Foundations for organizational science | |
| 504 | |a Includes bibliographical references and indexes. | ||
| 588 | 0 | |a Print version record. | |
| 505 | 0 | |a Service Quality -- Roland T Rust and Richard L Oliver<br /> Insights and Managerial Implications From the Frontier<br />PART ONE: DEFINING SERVICE QUALITY<br />The Nature of Customer Value -- Morris B Holbrook<br /> An Axiology of Services in the Consumption Experience<br />Encounter Satisfaction Versus Overall Satisfaction Versus Quality -- Mary Jo Bitner and Amy R Hubbert<br /> The Customer's Voice<br />PART TWO: FORMING SERVICE QUALITY EXPECTATIONS<br />Price and Advertising and Market Signals for Service Quality -- Jan-Benedict E M Steenkamp and Donna L Hoffman<br />How Do Consumers Predict Service Quality -- Valerie S Folkes<br /> What Do They Expect?<br />PART THREE: QUALITY IN SERVICE PERFORMANCE<br />Managing Services When the Service Is a Performance -- John Deighton<br />Beyond Smiling -- Mara B Adelman, Aaron Ahuvia and Cathy Goodwin<br /> Social Support and Service Quality<br />PART FOUR: THE IMPACT OF SERVICE QUALITY<br />Linking Customer Satisfaction to Service Operations and Outcomes -- Ruth N Bolton and James H Drew<br />On the Measurement of Perceived Service Quality -- Wayne S DeSarbo et al<br /> A Conjoint Analysis Approach<br />PART FIVE: THE FUTURE OF SERVICE QUALITY<br />Explanations for the Growth of Services -- Steven M Shugan<br />A Customer Satisfaction Research Prospectus -- Eugene W Anderson and Claes Fornell<br /> | |
| 650 | 0 | |a Customer services |x Quality control |x Research. | |
| 650 | 0 | |a Customer services |x Management |x Research. | |
| 650 | 0 | |a Consumer satisfaction |x Research. | |
| 650 | 6 | |a Service à la clientèle |x Gestion |x Recherche. | |
| 650 | 6 | |a Consommateurs |x Satisfaction |x Recherche. | |
| 650 | 6 | |a Service à la clientèle |x Qualité |x Contrôle |x Recherche. | |
| 650 | 7 | |a BUSINESS & ECONOMICS |x Customer Relations. |2 bisacsh | |
| 650 | 7 | |a Consumer satisfaction |x Research |2 fast | |
| 700 | 1 | |a White, Susan S. | |
| 758 | |i has work: |a Service quality (Text) |1 https://id.oclc.org/worldcat/entity/E39PCGqMyX8TwhmFDJDCkHFf4m |4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version: |a Schneider, Benjamin, 1938- |t Service quality. |d Thousand Oaks, Calif. : Sage Publications, ©2004 |w (DLC) 2003014201 |
| 830 | 0 | |a Foundations for organizational science. |0 http://id.loc.gov/authorities/names/n94109153 | |
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| 938 | |a Internet Archive |b INAR |n servicequalityre0000schn_g0r9 | ||
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| 049 | |a DE-863 | ||
Datensatz im Suchindex
| DE-BY-FWS_katkey | ZDB-4-EBU-ocn808344034 |
|---|---|
| _version_ | 1816796905492971520 |
| adam_text | |
| any_adam_object | |
| author | Schneider, Benjamin, 1938- |
| author2 | White, Susan S. |
| author2_role | |
| author2_variant | s s w ss ssw |
| author_GND | http://id.loc.gov/authorities/names/n82055237 |
| author_facet | Schneider, Benjamin, 1938- White, Susan S. |
| author_role | |
| author_sort | Schneider, Benjamin, 1938- |
| author_variant | b s bs |
| building | Verbundindex |
| bvnumber | localFWS |
| callnumber-first | H - Social Science |
| callnumber-label | HF5415 |
| callnumber-raw | HF5415.5 .S338 2004eb |
| callnumber-search | HF5415.5 .S338 2004eb |
| callnumber-sort | HF 45415.5 S338 42004EB |
| callnumber-subject | HF - Commerce |
| collection | ZDB-4-EBU |
| contents | Service Quality -- Roland T Rust and Richard L Oliver<br /> Insights and Managerial Implications From the Frontier<br />PART ONE: DEFINING SERVICE QUALITY<br />The Nature of Customer Value -- Morris B Holbrook<br /> An Axiology of Services in the Consumption Experience<br />Encounter Satisfaction Versus Overall Satisfaction Versus Quality -- Mary Jo Bitner and Amy R Hubbert<br /> The Customer's Voice<br />PART TWO: FORMING SERVICE QUALITY EXPECTATIONS<br />Price and Advertising and Market Signals for Service Quality -- Jan-Benedict E M Steenkamp and Donna L Hoffman<br />How Do Consumers Predict Service Quality -- Valerie S Folkes<br /> What Do They Expect?<br />PART THREE: QUALITY IN SERVICE PERFORMANCE<br />Managing Services When the Service Is a Performance -- John Deighton<br />Beyond Smiling -- Mara B Adelman, Aaron Ahuvia and Cathy Goodwin<br /> Social Support and Service Quality<br />PART FOUR: THE IMPACT OF SERVICE QUALITY<br />Linking Customer Satisfaction to Service Operations and Outcomes -- Ruth N Bolton and James H Drew<br />On the Measurement of Perceived Service Quality -- Wayne S DeSarbo et al<br /> A Conjoint Analysis Approach<br />PART FIVE: THE FUTURE OF SERVICE QUALITY<br />Explanations for the Growth of Services -- Steven M Shugan<br />A Customer Satisfaction Research Prospectus -- Eugene W Anderson and Claes Fornell<br /> |
| ctrlnum | (OCoLC)808344034 |
| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Electronic eBook |
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| id | ZDB-4-EBU-ocn808344034 |
| illustrated | Illustrated |
| indexdate | 2024-11-26T14:49:06Z |
| institution | BVB |
| isbn | 9781452262482 1452262489 |
| language | English |
| oclc_num | 808344034 |
| open_access_boolean | |
| owner | MAIN DE-863 DE-BY-FWS |
| owner_facet | MAIN DE-863 DE-BY-FWS |
| physical | 1 online resource (xiii, 185 pages :) : illustrations. |
| psigel | ZDB-4-EBU |
| publishDate | 2004 |
| publishDateSearch | 2004 |
| publishDateSort | 2004 |
| publisher | Sage Publications, |
| record_format | marc |
| series | Foundations for organizational science. |
| series2 | Foundations for organizational science |
| spelling | Schneider, Benjamin, 1938- https://id.oclc.org/worldcat/entity/E39PBJhMj8wXGF4FcTT9Wcrcyd http://id.loc.gov/authorities/names/n82055237 Service quality : research perspectives / Benjamin Schneider, Susan S. White. Thousand Oaks, Calif. : Sage Publications, ©2004. 1 online resource (xiii, 185 pages :) : illustrations. text txt rdacontent computer c rdamedia online resource cr rdacarrier Foundations for organizational science Includes bibliographical references and indexes. Print version record. Service Quality -- Roland T Rust and Richard L Oliver<br /> Insights and Managerial Implications From the Frontier<br />PART ONE: DEFINING SERVICE QUALITY<br />The Nature of Customer Value -- Morris B Holbrook<br /> An Axiology of Services in the Consumption Experience<br />Encounter Satisfaction Versus Overall Satisfaction Versus Quality -- Mary Jo Bitner and Amy R Hubbert<br /> The Customer's Voice<br />PART TWO: FORMING SERVICE QUALITY EXPECTATIONS<br />Price and Advertising and Market Signals for Service Quality -- Jan-Benedict E M Steenkamp and Donna L Hoffman<br />How Do Consumers Predict Service Quality -- Valerie S Folkes<br /> What Do They Expect?<br />PART THREE: QUALITY IN SERVICE PERFORMANCE<br />Managing Services When the Service Is a Performance -- John Deighton<br />Beyond Smiling -- Mara B Adelman, Aaron Ahuvia and Cathy Goodwin<br /> Social Support and Service Quality<br />PART FOUR: THE IMPACT OF SERVICE QUALITY<br />Linking Customer Satisfaction to Service Operations and Outcomes -- Ruth N Bolton and James H Drew<br />On the Measurement of Perceived Service Quality -- Wayne S DeSarbo et al<br /> A Conjoint Analysis Approach<br />PART FIVE: THE FUTURE OF SERVICE QUALITY<br />Explanations for the Growth of Services -- Steven M Shugan<br />A Customer Satisfaction Research Prospectus -- Eugene W Anderson and Claes Fornell<br /> Customer services Quality control Research. Customer services Management Research. Consumer satisfaction Research. Service à la clientèle Gestion Recherche. Consommateurs Satisfaction Recherche. Service à la clientèle Qualité Contrôle Recherche. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer satisfaction Research fast White, Susan S. has work: Service quality (Text) https://id.oclc.org/worldcat/entity/E39PCGqMyX8TwhmFDJDCkHFf4m https://id.oclc.org/worldcat/ontology/hasWork Print version: Schneider, Benjamin, 1938- Service quality. Thousand Oaks, Calif. : Sage Publications, ©2004 (DLC) 2003014201 Foundations for organizational science. http://id.loc.gov/authorities/names/n94109153 FWS01 ZDB-4-EBU FWS_PDA_EBU https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=474643 Volltext |
| spellingShingle | Schneider, Benjamin, 1938- Service quality : research perspectives / Foundations for organizational science. Service Quality -- Roland T Rust and Richard L Oliver<br /> Insights and Managerial Implications From the Frontier<br />PART ONE: DEFINING SERVICE QUALITY<br />The Nature of Customer Value -- Morris B Holbrook<br /> An Axiology of Services in the Consumption Experience<br />Encounter Satisfaction Versus Overall Satisfaction Versus Quality -- Mary Jo Bitner and Amy R Hubbert<br /> The Customer's Voice<br />PART TWO: FORMING SERVICE QUALITY EXPECTATIONS<br />Price and Advertising and Market Signals for Service Quality -- Jan-Benedict E M Steenkamp and Donna L Hoffman<br />How Do Consumers Predict Service Quality -- Valerie S Folkes<br /> What Do They Expect?<br />PART THREE: QUALITY IN SERVICE PERFORMANCE<br />Managing Services When the Service Is a Performance -- John Deighton<br />Beyond Smiling -- Mara B Adelman, Aaron Ahuvia and Cathy Goodwin<br /> Social Support and Service Quality<br />PART FOUR: THE IMPACT OF SERVICE QUALITY<br />Linking Customer Satisfaction to Service Operations and Outcomes -- Ruth N Bolton and James H Drew<br />On the Measurement of Perceived Service Quality -- Wayne S DeSarbo et al<br /> A Conjoint Analysis Approach<br />PART FIVE: THE FUTURE OF SERVICE QUALITY<br />Explanations for the Growth of Services -- Steven M Shugan<br />A Customer Satisfaction Research Prospectus -- Eugene W Anderson and Claes Fornell<br /> Customer services Quality control Research. Customer services Management Research. Consumer satisfaction Research. Service à la clientèle Gestion Recherche. Consommateurs Satisfaction Recherche. Service à la clientèle Qualité Contrôle Recherche. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer satisfaction Research fast |
| title | Service quality : research perspectives / |
| title_auth | Service quality : research perspectives / |
| title_exact_search | Service quality : research perspectives / |
| title_full | Service quality : research perspectives / Benjamin Schneider, Susan S. White. |
| title_fullStr | Service quality : research perspectives / Benjamin Schneider, Susan S. White. |
| title_full_unstemmed | Service quality : research perspectives / Benjamin Schneider, Susan S. White. |
| title_short | Service quality : |
| title_sort | service quality research perspectives |
| title_sub | research perspectives / |
| topic | Customer services Quality control Research. Customer services Management Research. Consumer satisfaction Research. Service à la clientèle Gestion Recherche. Consommateurs Satisfaction Recherche. Service à la clientèle Qualité Contrôle Recherche. BUSINESS & ECONOMICS Customer Relations. bisacsh Consumer satisfaction Research fast |
| topic_facet | Customer services Quality control Research. Customer services Management Research. Consumer satisfaction Research. Service à la clientèle Gestion Recherche. Consommateurs Satisfaction Recherche. Service à la clientèle Qualité Contrôle Recherche. BUSINESS & ECONOMICS Customer Relations. Consumer satisfaction Research |
| url | https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&AN=474643 |
| work_keys_str_mv | AT schneiderbenjamin servicequalityresearchperspectives AT whitesusans servicequalityresearchperspectives |