Service Quality

by Rust, Roland T.; Oliver, Richard L.

• ISBN13: 9780803949195
• ISBN10: 0803949197
• Format: Hardcover
• Copyright: 1993-12-01
• Publisher: Sage Pubns

Summary

In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.

Table of Contents

Service Quality

Insights and Managerial Implications From the Frontier

PART ONE: DEFINING SERVICE QUALITY - Morris B Holbrook

The Nature of Customer Value

An Axiology of Services in the Consumption Experience - Mary Jo Bitner and Amy R Hubbert

Encounter Satisfaction Versus Overall Satisfaction Versus Quality

The Customer's Voice

PART TWO: FORMING SERVICE QUALITY EXPECTATIONS - Jan-Benedict E M Steenkamp and Donna L Hoffman

Price and Advertising and Market Signals for Service Quality - Valerie S Folkes

How Do Consumers Predict Service Quality

What Do They Expect?

PART THREE: QUALITY IN SERVICE PERFORMANCE - John Deighton

Managing Services When the Service Is a Performance - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin

Beyond Smiling

Social Support and Service Quality

PART FOUR: THE IMPACT OF SERVICE QUALITY - Ruth N Bolton and James H Drew

Linking Customer Satisfaction to Service Operations and Outcomes - Wayne S DeSarbo et al

On the Measurement of Perceived Service Quality

A Conjoint Analysis Approach

PART FIVE: THE FUTURE OF SERVICE QUALITY - Steven M Shugan

Explanations for the Growth of Services - Eugene W Anderson and Claes Fornell

A Customer Satisfaction Research Prospectus