Service Quality
In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
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In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Preface1Service Quality: Insights and Managerial Implications From the Frontier12The Nature of Customer Value: An Axiology of Services in the Consumption Experience213Encounter Satisfaction Versus Overall Satisfaction Versus Quality: The Customer's Voice724Price and Advertising as Market Signals for Service Quality955How Consumers Predict Service Quality: What Do They Expect?1086Managing Services When the Service Is a Performance1237Beyond Smiling: Social Support and Service Quality1398Linking Customer Satisfaction to Service Operations and Outcomes1739On the Measurement of Perceived Service Quality: A Conjoint Analysis Approach20110Explanations for the Growth of Services22311A Customer Satisfaction Research Prospectus241Author Index269Subject Index276About the Contributors282
