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.
- Chapter 1: Service Quality: Insights and Managerial Implications from the Frontier
- Chapter 2: The Nature of Customer Value: An Axiology of Services in the Consumption Experience
- Chapter 3: Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
- Chapter 4: Price and Advertising as Market Signals for Service Quality
- Chapter 5: How Consumers Predict Service Quality: What do they Expect?
- Chapter 6: Managing Services when the Service is a Performance
- Chapter 7: Beyond Smiling: Social Support and Service Quality
- Chapter 8: Linking Customer Satisfaction to Service Operations and Outcomes
- Chapter 9: On the Measurement of Perceived Service Quality: A Conjoint Analysis Approach
- Chapter 10: Explanations for the Growth of Services
- Chapter 11: A Customer Satisfaction Research Prospectus