Service Quality and Management

1. Front Matter

   Pages i-vi

   PDF

2. Introduction

   1. Introduction

      • Paul Kunst, Jos Lemmink, Bernd Stauss

      Pages 1-3

3. Service Quality and Satisfaction

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

      • Claudia Klausegger, Dieter Scharitzer

      Pages 5-24

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

      • Ursula Hansen, Thorsten Hennig-Thurau

      Pages 25-53

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

      • Alexander Decker

      Pages 55-88

4. Measuring Service Quality by Applying the Critical Incident Technique

   1. Criticality of Critical Incidents in Customer Relationships

      • Bo Edvardsson, Tore Strandvik

      Pages 89-110

   2. Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Parties

      • Jan A. Schulp

      Pages 111-159

5. Assuring and Improving Service Quality by Applying Quality Instruments and Methods

   1. Achieving Service Quality through the Application of Importance-Performance Analysis

      • Robert Govers, Frank M. Go

      Pages 161-185

   2. The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes

      • Alexander Decker, Harald Meissner

      Pages 187-226

6. Service Quality from the Internal Perspective

   1. Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents

      • Martin Wetzels, Ko de Ruyter

      Pages 227-250

   2. Quality Management and Organizational Change

      • Françoise Chevalier

      Pages 251-274

   3. Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type

      • Manfred Bruhn, Dominik Georgi

      Pages 275-300

7. Back Matter

   Pages 301-314

   PDF

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.

• Call Center
• Dienstleistungsmarketing
• Focus Dienstleistungsmarketing
• Sales
• business
• development
• innovation
• management
• marketing
• organization
• quality management

Policies and ethics