Summary
Contents
Subject index
The Handbook is organized in six major sections: The service setting, demand management, service excellence and profitability, service recovery, service relationships, and firm-wide service issues. A unique structural feature of the Handbook is the inclusion of both in-depth chapters as well as shorter, more focused ‘mini’ chapters. This variation enables the book to provide broader coverage through the inclusion of more topics.
Antecedents and Consequences of Service Quality in Business-to-Business Services
Antecedents and Consequences of Service Quality in Business-to-Business Services
In the services marketing literature, the main focus has been on consumer services, leaving business-to-business services as a relatively unexplored area of research. Industrial services can be divided into two broad groups (Boyt and Harvey 1997): (a) maintenance and repair services and (b) business advisory services or professional services. This dichotomy essentially is related to the difference between goods-related or customer services and “pure” services. Professional services are related to core business elements of service providers and as such seem to be important. At the same time, it has been argued that customer services may be the single most important competitive factor in business-to-business environments ...
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