Service quality : new directions in theory and practice / editors Roland T. Rust, Richard L. Oliver.
Material type: TextPublication details: Thousand Oaks, Calif. ; London : Sage Publications, c1994.Description: ix,289pISBN:- 9780803949195 (cased) :
- 9780803949201 (pbk) :
- 0803949200 (pbk.)
- 658.812 RUS
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658.812 RUS (Browse shelf(Opens below)) | 1 | Available | 103755 |
Includes bibliographical references and indexes.
Service quality : insights and managerial implications from the frontier / Roland T. Rust, Richard L. Oliver -- The nature of customer value : an axiology of services in the consumption experience / Morris B. Holbrook -- Encounter satisfaction versus overall satisfaction versus quality : the customer's voice / Mary Jo Bitner, Amy R. Hubbert -- Price and advertising as market signals for service quality / Jan-Benedict E.M. Steenkamp, Donna L. Hoffman -- How consumers predict service quality : what do they expect? / Valerie S. Folkes -- Managing services when the service is a performance / John Deighton -- Beyond smiling : social support and service quality / Mara B. Adelman, Aaron Ahuvia, Cathy Goodwin -- Linking customer satisfaction to service operations and outcomes / Ruth N. Bolton, James H. Drew -- On the measurement of perceived service quality : a conjoint analysis approach / Wayne S. DeSarbo ... [et al.] -- Explanations for the growth of services / Steven M. Shugan -- A customer satisfaction research prospectus / Eugene W. Anderson, Claes Fornell.