Summary
Contents
Subject index
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.
Beyond Smiling: Social Support and Service Quality
Beyond Smiling: Social Support and Service Quality
The argument of this chapter is that social support is an important aspect of service quality. The chapter begins with a discussion of three trends that will increase future demand for social support: changing social values, the growing number of single consumers, and the graying of America. A definition of social support is then proposed based on previous research and this definition is used to understand social support in service encounters. Next addressed is the importance of intercustomer interactions in shaping consumer experience, followed by a look at the implications of the analysis for service quality and the pros and cons of ...
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