Service Quality: New Directions in Theory and Practice

摘要: Service Quality - Roland T Rust and Richard L Oliver Insights Managerial Implications From the Frontier PART ONE: DEFINING SERVICE QUALITY The Nature of Customer Value Morris B Holbrook An Axiology Services in Consumption Experience Encounter Satisfaction Versus Overall Mary Jo Bitner Amy R Hubbert Customer's Voice TWO: FORMING EXPECTATIONS Price Advertising Market Signals for Jan-Benedict E M Steenkamp Donna Hoffman How Do Consumers Predict Valerie S Folkes What They Expect? THREE: IN PERFORMANCE Managing When Is a Performance John Deighton Beyond Smiling Mara Adelman, Aaron Ahuvia Cathy Goodwin Social Support FOUR: THE IMPACT OF Linking to Operations Outcomes Ruth N Bolton James H Drew On Measurement Perceived Wayne DeSarbo et al A Conjoint Analysis Approach FIVE: FUTURE Explanations Growth Steven Shugan Research Prospectus Eugene W Anderson Claes Fornell