Managing Service Quality
1st Edition
Published on 28. January 1996
Book
Hardback
128 pages
978-1-85396-330-8 (ISBN)
Description
This interdisciplinary book offers a variety of insights into managing quality in services. Among these are: describing the difference between the way internal and external customers evaluate professional services; bringing out that after more than 10 years of studying how customers measure service quality, there is still a great deal to be discovered about professional services, investment banking and management consulting; and providing help and support for managers who want to measure service quality in their own organizations. The book also discusses evaluating the role of internal marketing in developing marketing strategy; and how complex financial services need a soft customer-orientated selling approach.
More details
Edition
Third Edition
Language
English
Place of publication
London
United Kingdom
Target group
Professional and scholarly
Weight
246 gr
ISBN-13
978-1-85396-330-8 (9781853963308)
Copyright in bibliographic data is held by Nielsen Book Services Limited or its licensors: all rights reserved.
Schweitzer Classification
Content
Customer Service Satisfaction in Market and Intra-Company Exchanges - Andrea Bonaccorsi and Anna Fiorentino
Estimating the Effects of Services Quality on the Decision-Making Process of Physicians - Ellis Boerkamp et al
Financial Advice - Harriotte Greve, Ruud Frambach and Theo Verhallen
Observing the Client-Advisor Interaction Process
Customer Participation and Satisfaction - Frederic Marion
Internal Marketing - Richard Varey and Colin Gilligan
Interfacing the Internal and External Environments
Measurement of Service Quality - Michele Paulin and Jean Perrien
The Effect of Contextuality
The Foundations of Research on the Quality of Professional Services to Organisations - Joz Lapierre and Pierre Filiatrault
On Service Quality Models, Service Quality Dimensions and Customers' Perceptions - Uolevi Lehtinen, Jukka Ojasalo and Katri Ojasalo
Estimating the Effects of Services Quality on the Decision-Making Process of Physicians - Ellis Boerkamp et al
Financial Advice - Harriotte Greve, Ruud Frambach and Theo Verhallen
Observing the Client-Advisor Interaction Process
Customer Participation and Satisfaction - Frederic Marion
Internal Marketing - Richard Varey and Colin Gilligan
Interfacing the Internal and External Environments
Measurement of Service Quality - Michele Paulin and Jean Perrien
The Effect of Contextuality
The Foundations of Research on the Quality of Professional Services to Organisations - Joz Lapierre and Pierre Filiatrault
On Service Quality Models, Service Quality Dimensions and Customers' Perceptions - Uolevi Lehtinen, Jukka Ojasalo and Katri Ojasalo