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Service Quality
New Directions in Theory and Practice
Edited by:
- Roland T. Rust - University of Maryland, USA
- Richard L. Oliver - Vanderbilt University, USA, University of Pennsylvania, USA, Washington University, St Louis, USA, University of Iowa, USA, University of Kentucky, USA
November 1993 | 294 pages | SAGE Publications, Inc
The 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.
Roland T Rust and Richard L Oliver
Service Quality
PART ONE: DEFINING SERVICE QUALITY
Morris B Holbrook
The Nature of Customer Value
Mary Jo Bitner and Amy R Hubbert
Encounter Satisfaction Versus Overall Satisfaction Versus Quality
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Jan-Benedict E M Steenkamp and Donna L Hoffman
Price and Advertising and Market Signals for Service Quality
Valerie S Folkes
How Do Consumers Predict Service Quality
PART THREE: QUALITY IN SERVICE PERFORMANCE
John Deighton
Managing Services When the Service Is a Performance
Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Beyond Smiling
PART FOUR: THE IMPACT OF SERVICE QUALITY
Ruth N Bolton and James H Drew
Linking Customer Satisfaction to Service Operations and Outcomes
Wayne S DeSarbo et al
On the Measurement of Perceived Service Quality
PART FIVE: THE FUTURE OF SERVICE QUALITY
Steven M Shugan
Explanations for the Growth of Services
Eugene W Anderson and Claes Fornell
A Customer Satisfaction Research Prospectus
