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…mehr
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
is Professor of Psychology at the University of Maryland and a consultant with Personnel Research Associates, Inc. For 20 years he was the head of the Industrial and Organizational Psychology (I/O) program at Maryland. In addition to Maryland, Ben has taught at Michigan State University and Yale University and for shorter periods of time at Dartmouth College's Tuck School of Business Administration, Bar-Ilan University (Israel, on a Fulbright), University of Aix-Marseilles (France), and Peking University (PRC). Ben holds the Ph.D. in Psychology (University of Maryland, 1967) and the M.B.A. (C.U.N.Y., 1964). His academic accomplishments include more than 90 professional journal articles and book chapters, as well as seven books. Ben's interests concern service quality, organizational climate and culture, staffing issues, and the role of personality in organizational life. Ben is listed in Who's Who in America and derivative volumes, and was awarded the Year 2000 Distinguished Scientific Contributions Award by the Society for Industrial and Organizational Psychology. In addition to his academic work Ben over the years has consulted with numerous companies including Chase-Manhattan Bank, Citicorp, AT&T, Allstate, Sotheby's, the Metropolitan Opera, Prudential, the States of Alabama and Pennsylvania, GEICO, IBM, American Express, and Giant Eagle.
Inhaltsangabe
Chapter 1 Introduction Approach Of The Book What Are Services What Is Quality? Why Is the Study Of Service Quality Important? Overview Of The Rest Of The Book Chapter 2 Conceptualization And Measurement Of Service Quality: Marketing Perspectives Dimensions Of Service Quality Gap Models And The Role Of Expectations In Service Quality Overall Service Quality Service Quality And Customer Satisfaction Survey Development: An Integrated Perspective Chapter 3 Service Operations And The Presence Of The Customer The Customer Contact Model Of Service Delivery Classification Of Services By Christopher Lovelock Potential Benefits Of Customer Co-Production Managing Variability Through A Focus On The Customer Reducing Variability Through A Focus On The Facility Linking Operational Procedures To Service Quality And Profits Revenue Management Chapter 4 A Service Climate Defining Climate Climate For Service Linkage Research Creating A Service Climate Chapter 5 Where Are We And Where Do We Go From Here? How Customers And Service Are Viewed In The Different Fields Integrated Approaches From Services Management Introducing Service Quality Into HR/OB Conclusion: Future Research Agenda
Chapter 1 Introduction Approach Of The Book What Are Services What Is Quality? Why Is the Study Of Service Quality Important? Overview Of The Rest Of The Book Chapter 2 Conceptualization And Measurement Of Service Quality: Marketing Perspectives Dimensions Of Service Quality Gap Models And The Role Of Expectations In Service Quality Overall Service Quality Service Quality And Customer Satisfaction Survey Development: An Integrated Perspective Chapter 3 Service Operations And The Presence Of The Customer The Customer Contact Model Of Service Delivery Classification Of Services By Christopher Lovelock Potential Benefits Of Customer Co-Production Managing Variability Through A Focus On The Customer Reducing Variability Through A Focus On The Facility Linking Operational Procedures To Service Quality And Profits Revenue Management Chapter 4 A Service Climate Defining Climate Climate For Service Linkage Research Creating A Service Climate Chapter 5 Where Are We And Where Do We Go From Here? How Customers And Service Are Viewed In The Different Fields Integrated Approaches From Services Management Introducing Service Quality Into HR/OB Conclusion: Future Research Agenda
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