Service Quality: Research PerspectivesThe last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates |
Contents
Service Operations and the Presence of the Customer | 65 |
Service Climate | 91 |
Where Are We and Where Do We Go From Here? | 139 |
Copyright | |
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approach assess bank Berry Bitner Business Chapter Chase climate for service conceptual correlated customer contact customer experiences customer participation customer perceptions customer satisfaction defining deliver quality service designed developed dimensions of service discussed employee perceptions employees and customers evaluations example expectations factor analysis focus groups focused functioning Grönroos Heskett HRM practices HRM/OB human resources management important industry intangible internal service issues Journal of Marketing Journal of Service linkage research Lovelock loyalty market segment measurement of service measuring service quality OB/HRM operations organizational behavior organizational climate organizational studies overall service quality Parasuraman Parkington perceptions of service performance performance appraisal Personnel perspective procedures quality scale question ratings relationship Relationship marketing revenues role Sample item scores service climate service delivery processes service firms service production service profit chain services marketing SHRM specific strategy survey Table Tangibles theory tion tomers variability yield management Zahorik Zeithaml