Service quality : new directions in theory and practice /

Discussing the latest research and theory in customer satisfaction and services marketing, the topics include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value.

Bibliographic Details

Corporate Author:	Sage Publications
Other Authors:	Rust, Roland T., Oliver, Richard L., 1945-2016
Format:	eBook
Language:	English
Published:	Thousand Oaks, Calif. ; London : SAGE, c1994.
Subjects:	Customer services > Quality control. Consumer satisfaction. Electronic books.
Online Access:	Connect to the full text of this electronic book