Managing Service Quality
1st Edition
Published on 28. June 1997
Book
Hardback
208 pages
978-1-85396-362-9 (ISBN)
Description
This book contains a variety of theory-based and practice-driven approaches for improving service quality.
Among these approaches are: the notion that `core service can only lead to customer evaluations ranging from `neutral' to `dissatisfied'. The book also includes practical information on measurement instruments for service quality in railway services, tourism, universities, advertising agencies and accountants; and methods for providing help and support for managers who want to measure service quality in their own organizations. It advocates that service processes and immediate campaign results of advertising agencies are the most important drivers for quality perception of business customers throughout the whole business relationship.
Other approaches discussed are hands-on instruments for business-to-business market research such as the customer value workshop for identifying the key customer values and a new self-organizing approach to service planning.
Among these approaches are: the notion that `core service can only lead to customer evaluations ranging from `neutral' to `dissatisfied'. The book also includes practical information on measurement instruments for service quality in railway services, tourism, universities, advertising agencies and accountants; and methods for providing help and support for managers who want to measure service quality in their own organizations. It advocates that service processes and immediate campaign results of advertising agencies are the most important drivers for quality perception of business customers throughout the whole business relationship.
Other approaches discussed are hands-on instruments for business-to-business market research such as the customer value workshop for identifying the key customer values and a new self-organizing approach to service planning.
More details
Edition
Third Edition
Language
English
Place of publication
London
United Kingdom
Target group
Professional and scholarly
Weight
481 gr
ISBN-13
978-1-85396-362-9 (9781853963629)
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Schweitzer Classification
Content
Service dimensions and service quality - an asymmetric approach, Mark Gabbott, Gillian Hogg; quality determinants - the relationship between internal and external services, Brian Mathews, Murray Clark; measuring service quality by linear indicators, Daniel Pena; the influence of motivation, experience and satisfaction on the quality of service of travel agencies, Enrique Bigne et al; service quality dimensions of professional business services - structure and dynamics within long-term relationships, Karin Venetis; customer-driven research - the customer value workshop, Lynne Bennington, James Cummane; quality and tour operator services - an application of the analytic hierarchy process with feedback, Francesco Casarin, Emanuela Zampese; industrialization of services and the management of quality perceptions and purchase intention, Henk Roest et al; quality and change in the provision of health care - the relationship between chaos and quality - the case study of a Seattle clinic, Helen Harte, Graciela Etchart; service quality and organizational performance indicators, Suresh Cuganesan et al.