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.

Service Quality: Insights and Managerial Implications from the Frontier

Service quality: Insights and managerial implications from the frontier
Roland T.RustRichard L.OliverOwen Graduate School of Management, Vanderbilt University

New ideas in service quality currently center on better understanding how the customer is affected by service quality, how a firm implements and measures service quality improvement, and how key trends are likely to affect service quality management in the coming years. Effectively managing service quality requires a clear understanding of what service quality means to the customer. Thus we must understand the nature of customer satisfaction, service quality, and customer value and how these factors interact. Improving the quality of service then requires managing the service product, the service environment, and the service delivery. All of these issues are ...

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