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Service quality : new directions in theory and practice /

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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
Description
Summary: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.
Physical Description:1 online resource (ix, 289 pages) : illustrations.
Audience:Specialized.
Bibliography:Includes bibliographical references and index.
ISBN:9781452229102 (ebook) :