Service Quality New Directions in Theory and Practice [Paperback]

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.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.Service Quality - Roland T Rust and Richard L Oliver
Insights and Managerial Implications From the Frontier
PART ONE: DEFINING SERVICE QUALITY
The Nature of Customer Value - Morris B Holbrook
An Axiology of Services in the Consumption Experience
Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert
The Customer's Voice
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman
How Do Consumers Predict Service Quality - Valerie S Folkes
What Do They Expect?
PART THREE: QUALITY IN SERVICE PERFORMANCE
Managing Services When the Service Is a Performance - John Deighton
Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Social Support and Service Quality
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