ENGLISH

Service Quality: Research Perspectives

By Benjamin Schneider , Susan Schoenberger White

Book information

Publisher
Inc, Sage Publications
Year
2003
ISBN
076192146X, 9780761921462
Language
english
Format
PDF
Filesize
1 MB (1284564 bytes)
Series
Foundations for Organizational Science
Pages
200\200
Time added
2015-06-25 21:05:14

Description

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

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