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Service quality : new directions in theory and practice / editors Roland T. Rust, Richard L. Oliver.

Contributor(s): Material type: TextTextPublication details: Thousand Oaks, Calif. ; London : Sage Publications, c1994.Description: ix,289pISBN:
  • 9780803949195 (cased) :
  • 9780803949201 (pbk) :
  • 0803949200 (pbk.)
Subject(s): DDC classification:
  • 658.812 RUS
Contents:
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.
Holdings
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.

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