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Service Quality

Service Quality
Research Perspectives

January 2004 | 200 pages | SAGE Publications, Inc
`An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based on different service quality perspectives (marketing, operations management, and organisational studies)' - Managing Service Quality

The 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.

Authors Benjamin Schneider and Susan S White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality.

Chapter 1 Introduction
Approach Of The Book

What Are Services

What Is Quality?

Why Is the Study Of Service Quality Important?

Overview Of The Rest Of The Book

Chapter 2 Conceptualization And Measurement Of Service Quality: Marketing Perspectives
Dimensions Of Service Quality

Gap Models And The Role Of Expectations In Service Quality

Overall Service Quality

Service Quality And Customer Satisfaction

Survey Development: An Integrated Perspective

Chapter 3 Service Operations And The Presence Of The Customer
The Customer Contact Model Of Service Delivery

Classification Of Services By Christopher Lovelock

Potential Benefits Of Customer Co-Production

Managing Variability Through A Focus On The Customer

Reducing Variability Through A Focus On The Facility

Linking Operational Procedures To Service Quality And Profits

Revenue Management

Chapter 4 A Service Climate
Defining Climate

Climate For Service

Linkage Research

Creating A Service Climate

Chapter 5 Where Are We And Where Do We Go From Here?
How Customers And Service Are Viewed In The Different Fields

Integrated Approaches From Services Management

Introducing Service Quality Into HR/OB

Conclusion: Future Research Agenda


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ISBN: 9780761921479

ISBN: 9780761921462