Service quality : multidisciplinary and multinational perspectives / compil. Stephen Brown ; co-aut. Evert Gummesson ; co-aut. Bo Edvardsson ; co-aut. Bengtove Gustavsson
Nível de parte analítica: Quality in services and quality in service organizations : a model for quality assessment • Service quality and knowledge production • Quality control in the service firm and consumer learning • Building and maintaining quality in the service relationship • Understanding, measuring, and improving service quality : findings from a multiphase research program • Evolution of research on professional service quality • Development of a personnel selection system for service jobs • Empowering consumers within public human services : the case for civil democracy • Strategy and organization for service • Implementing the integration of customer expectations and operational capability • Service quality and the service delivery system : a diagnostic frame work • Evaluating marketing and operations service qaulity information : a preliminary report • Service quality : multidisciplinary and multinational perspectives : an experimental study of service production ... • On the strategic implications of tangible elements in the marketing of industrial services • Design of chains of actions a prerequisite for the development and design of service strategiesand managerial processes • Development of budget/economy hotels in the united kingdom the consumer's perception of quality • Blueprinting a tool for managing quality in service • Notes on the concept of service quality and economic value • Managing quality in home-care services • Evolution of the services marketing mix and its relationship to service quality • Service quality a holistic viewPublicação: Massachusetts : Lexington Books, 1991Descrição: 350 p.Disponibilidade:
