サービスの質<br>Service Quality : Research Perspectives (Foundations for Organizational Science)

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サービスの質
Service Quality : Research Perspectives (Foundations for Organizational Science)

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  • 製本 Paperback:紙装版/ペーパーバック版/ページ数 185 p.
  • 言語 ENG
  • 商品コード 9780761921479
  • DDC分類 658.812

基本説明

Characterizes thinking and research on service quality, especially service delivery.

Full Description


`An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based on different service quality perspectives (marketing, operations management, and organisational studies)' - Managing Service QualityThe 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 in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates.Authors Benjamin Schneider and Susan S White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality.

Table of Contents

Introduction to the Series                         xi
David A. Whetten
Acknowledgments xiii
1. Introducing Service Quality 1 (28)
Approach of the Book 2 (2)
What Are Services? 4 (5)
What Is Quality? 9 (2)
Why Is the Study of Service Quality Important? 11 (12)
Overview of the Rest of the Book 23 (2)
Notes 25 (1)
References 25 (4)
2. Conceptualization and Measurement of Service 29 (36)
Quality: Marketing Perspectives
Dimensions of Service Quality 30 (10)
Gap Models and the Role of Expectations in 40 (5)
Service Quality
Overall Service Quality 45 (6)
Service Quality and Customer Satisfaction 51 (2)
Survey Development: An Intregrated Perspective 53 (7)
Conclusions 60 (1)
Notes 61 (1)
References 62 (3)
3. Service Operations and the Presence of the 65 (26)
Customer
The Customer-Contact Model of Service Delivery 67 (4)
Classification of Services by Lovelock 71 (3)
Potential Benefits of Customer Coproduction 74 (2)
Managing Variability Through a Focus on the 76 (3)
Customer
Reducing Variability Through a Focus on the 79 (1)
Facility
Linking Operational Procedures to Service 80 (5)
Quality and Profits, Too
Revenue Management 85 (1)
Conclusion 86 (2)
Notes 88 (1)
References 88 (3)
4. Service Climate 91 (48)
Defining Climate 92 (8)
Climate for Service 100 (7)
Linkage Research 107 (10)
Creating a Service Climate 117 (15)
Conclusion 132 (1)
Notes 133 (1)
References 134 (5)
5. Where Are We and Where Do We Go From Here? 139 (38)
How Customers and Service Are Viewed in the 140 (2)
Different Fields
Integrated Approaches From Service Management 142 (10)
Introducing Service Quality Into HRM/OB 152 (9)
Conclusion: Future Research Agenda 161 (10)
Notes 171 (1)
References 172 (5)
Author Index 177 (4)
Subject Index 181 (4)
About the Authors 185