Service Quality: Research Perspectives

摘要: Chapter 1 Introduction Approach Of The Book What Are Services Is Quality? Why the Study Service Quality Important? Overview Rest 2 Conceptualization And Measurement Quality: Marketing Perspectives Dimensions Gap Models Role Expectations In Overall Customer Satisfaction Survey Development: An Integrated Perspective 3 Operations Presence Contact Model Delivery Classification By Christopher Lovelock Potential Benefits Co-Production Managing Variability Through A Focus On Reducing Facility Linking Operational Procedures To Profits Revenue Management 4 Climate Defining For Linkage Research Creating 5 Where We Do Go From Here? How Customers Viewed Different Fields Approaches Introducing Into HR/OB Conclusion: Future Agenda