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.
Roland T. Rust holds the David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is Chair of the Marketing Department and directs the Center for e-Service. His lifetime achievement honors include the American Marketing Associations Gilbert A. Churchill Award for contributions to marketing research, the Outstanding Contributions to Research in Advertising award from the American Academy of Advertising, the AMAs Career Contributions to the Services Discipline Award, Fellow of the American Statistical Association, and the Henry Latan Distinguished Doctoral Alumnus Award from the University of North Carolina at Chapel Hill. He has won best article awards for articles in Marketing Science, Journal of Marketing Research, Journal of Marketing (twice), Journal of Advertising, and Journal of Retailing, as well as MSIs Robert D. Buzzell Best Paper Award (twice). His book, Driving Customer Equity (written with Valarie Zeithaml and Katherine Lemon) won the 2002 Berry-AMA Book Prize for the best marketing book of the previous three years. His work has received extensive media coverage, including a Business Week cover story and an appearance on ABC World News Tonight with Peter Jennings. He is the founder and Chair of the AMA Frontiers in Services Conference, and serves as founding Editor of the Journal of Service Research. Professor Rust also is an Area Editor at Marketing Science, and serves on the editorial review boards of the Journal of Marketing Research, Journal of Marketing, and the Journal of Interactive Marketing. He has consulted with many leading companies worldwide, including such companies as American Airlines, ATamp;T, Chase Manhattan Bank, Dow Chemical, DuPont, FedEx, IBM, Nortel, Procter amp; Gamble, Sears, Unilever, and USAA.
Inhaltsangabe
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 PART FOUR: THE IMPACT OF SERVICE QUALITY Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al A Conjoint Analysis Approach PART FIVE: THE FUTURE OF SERVICE QUALITY Explanations for the Growth of Services - Steven M Shugan A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
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 PART FOUR: THE IMPACT OF SERVICE QUALITY Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al A Conjoint Analysis Approach PART FIVE: THE FUTURE OF SERVICE QUALITY Explanations for the Growth of Services - Steven M Shugan A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell
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