rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Service quality
    sub title: research perspectives
  name:
    name part: Schneider, Benjamin
    name part: 1938-
    role:
      role term: creator
  name:
    name part: White, Susan S.
  type of resource: text
  genre: bibliography
  origin info:
    place:
      place term: cau
    date issued: 2004
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: print
    extent: xiii, 185 pages : illustrations ; 24 cm.
  table of contents: Introducting service quality -- 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 -- Conceptualization and measurement of service quality : marketing perspectives -- 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 intregrated perspective -- Service operations and the presence of the customer -- The customer-contact model of service delivery -- Classification of services by lovelock -- Potential benefits of customer coproduction -- Managing variability through a focus on the customer -- Reducing variability through a focus on the facility -- Linking operational procedures to service quality and profits, too -- Revenue management -- Service climate -- Defining climate -- Climate for service -- Linkage research -- Creating a service climate -- Where are we and where do we go from here? -- How customers and service are viewed in the different fields -- Integrated approaches from service management -- Introducing service quality into HRM/OB.
  note: Benjamin Schneider, Susan S. White.
  note: Includes bibliographical references and indexes.
  subject:
    topic: Customer services
    topic: Quality control
    topic: Research
  subject:
    topic: Customer services
    topic: Management
    topic: Research
  subject:
    topic: Consumer satisfaction
    topic: Research
  classification: HF5415.5 .S338 2004
  classification: 658.8/12
  related item:
    title info:
      title: Foundations for organizational science
  identifier: 076192146X (Cloth)
  identifier: 0761921478 (pbk.)
  identifier: 2003014201
  record info:
    record content source: DLC
    record creation date: 030620
    record change date: 20151026052202.0
    record identifier: in00001816288