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Service qualityRoland T. Rust, Richard L. Oliver

Service quality

Roland T. Rust, Richard L. Oliver
1993292 pages
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4 editions

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About

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. In this book, designed to advance the practice of delivering superior service, the field's leading scholars and practitioners present a wealth of stimulating ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service…

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Editions

4 editions
  • Hardcover · English · 1993
    Sage Publications, Inc · 294 pages · 9780803949195
  • Paperback · English · 1993
    Sage Publications, Inc · 294 pages · 9780803949201
  • Other · English · 2012
    SAGE Publications, Incorporated · 9781452262482
  • Other · English · 1993
    SAGE Publications, Incorporated · 9781322418612
Customer servicesQuality controlConsumer satisfactionCustomer service