Service Quality (Foundations for Organizational Science Series): Research Perspectives
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. The book 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.
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Aimed at researchers in organizational studies, this text presents an overview and analysis of theory and research on service quality by scholars representing different academic backgrounds and perspectives. It deals primarily with the quality of delivery of consumer services offered by businesses such as banks, department stores, and hotels. It also points out the connections between the service climate experienced by employees and the service quality experienced by customers. The authors are affiliated with the Industrial and Organizational Psychology program at the U. of Maryland. Annotation ©2004 Book News, Inc., Portland, OR
Introduction to the SeriesAcknowledgments1Introducing Service Quality12Conceptualization and Measurement of Service Quality: Marketing Perspectives293Service Operations and the Presence of the Customer654Service Climate915Where Are We and Where Do We Go From Here?139Author Index177Subject Index181About the Authors185
