Service Quality: Research Perspectives

by Susan S. White, Susan Schoenberger White, Benjamin Schneider

Book Overview

The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations...

• Format: Hardcover
• Language: English
• ISBN: 076192146X
• ISBN13: 9780761921462
• Release Date: November 2003
• Publisher: Sage Publications, Inc
• Length: 200 Pages
• Weight: 0.85 lbs.
• Dimensions: 0.6" x 6.2" x 9.1"