Fokus Dienstleistungsmarketing

Service Quality and Management

Editors: Stauss, Bernd, Lemmink, Jos, Kunst, Paul (Eds.)

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  • ISBN 978-3-322-90981-7
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About this book

Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi­ dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob­ lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos­ sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro­ cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management.

Table of contents (11 chapters)

Table of contents (11 chapters)
  • Introduction

    Pages 1-3

    Kunst, Paul (et al.)

  • Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions

    Pages 5-24

    Klausegger, Claudia (et al.)

  • National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective

    Pages 25-53

    Hansen, Ursula (et al.)

  • The Link between Customer Satisfaction and Dealer Satisfaction — The Case of the German Car Industry

    Pages 55-88

    Decker, Alexander

  • Criticality of Critical Incidents in Customer Relationships

    Pages 89-110

    Edvardsson, Bo (et al.)

Buy this book

eBook $84.99
price for USA in USD (gross)
  • ISBN 978-3-322-90981-7
  • Digitally watermarked, DRM-free
  • Included format: PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Softcover $109.00
price for USA in USD
  • ISBN 978-3-8244-6780-8
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Service Quality and Management
Editors
  • Bernd Stauss
  • Jos Lemmink
  • Paul Kunst
Series Title
Fokus Dienstleistungsmarketing
Copyright
1999
Publisher
Deutscher Universitätsverlag
Copyright Holder
Springer Fachmedien Wiesbaden
eBook ISBN
978-3-322-90981-7
DOI
10.1007/978-3-322-90981-7
Softcover ISBN
978-3-8244-6780-8
Edition Number
1
Number of Pages
VI, 314
Number of Illustrations
42 b/w illustrations
Topics