Description
Book SynopsisThe importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field's leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.
Table of ContentsService Quality - Roland T Rust and Richard L Oliver Insights and Managerial Implications From the Frontier PART ONE: DEFINING SERVICE QUALITY The Nature of Customer Value - Morris B Holbrook An Axiology of Services in the Consumption Experience Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert The Customer′s Voice PART TWO: FORMING SERVICE QUALITY EXPECTATIONS Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman How Do Consumers Predict Service Quality - Valerie S Folkes What Do They Expect? PART THREE: QUALITY IN SERVICE PERFORMANCE Managing Services When the Service Is a Performance - John Deighton Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin Social Support and Service Quality PART FOUR: THE IMPACT OF SERVICE QUALITY Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al A Conjoint Analysis Approach PART FIVE: THE FUTURE OF SERVICE QUALITY Explanations for the Growth of Services - Steven M Shugan A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
