"This book is not a one-minute guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing." - ...
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"This book is not a one-minute guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing." --Dr. David E. Bowen, Professor of Management and Dean of Faculty and Programs, Thunderbird "Schneider and White promise to deliver insight into the intriguing intricacies of providing excellent services. They deliver sagacity, the intelligent application of knowledge. They do this by being eclectic, disciplined, and thoughtful... Facts about service - what it is, how it happens, what is required to make it better - thankfully dominate this book, supported by good thinking and good methods. No one interested in service quality should miss this book. There is no other book like it." --Rick Guzzo, Ph.D., Mercer Human Resource Consulting "The coverage is excellent. Among other things, it does a nice job of providing a rationale for why researchers and managers need to understand the perspectives of their customers." --Susan E. Jackson, Ph.D., Rutgers University The 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. Key Features Summarizes conceptual and empirical research from the marketing perspective on the measurement of service quality and customer satisfaction Deals with concepts and approaches to service characteristic of operations management, especially the role of customer variability in service production Introduces research promoting the linkage of service climate experienced by employees to the service quality experienced by customers Presents several HR/OB approaches to organizational design and useful frameworks for integrating ideas from marketing and operations management into HR/OB research Offers six key research questions that integrate three different perspectives and provide important avenues for additional analysis and research
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Add this copy of Service Quality: Research Perspectives to cart. $18.86, good condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2004 by Sage Publications.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. In good all round condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 400grams, ISBN: 9780761921479.
Add this copy of Service Quality: Research Perspectives (Foundations for to cart. $18.86, fair condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2004 by Sage Publications, Inc.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. In fair condition, suitable as a study copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 400grams, ISBN: 9780761921479.
Add this copy of Service Quality: Research Perspectives to cart. $19.49, poor condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2004 by Sage Publications.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has soft covers. Book contains pencil & highlighter markings. In poor condition, suitable as a reading copy. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 350grams, ISBN: 9780761921479.
Add this copy of Service Quality: Research Perspectives (Foundations for to cart. $1.74, good condition, Sold by Phatpocket Limited rated 4.0 out of 5 stars, ships from Waltham Abbey, ESSEX, UNITED KINGDOM, published 2003 by Sage Publications, Inc.
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Good. Ships from UK in 48 hours or less (usually same day). Your purchase helps support Sri Lankan Children's Charity 'The Rainbow Centre'. Ex-library, so some stamps and wear, but in good overall condition. 100% money back guarantee. We are a world class secondhand bookstore based in Hertfordshire, United Kingdom and specialize in high quality textbooks across an enormous variety of subjects. We aim to provide a vast range of textbooks, rare and collectible books at a great price. Our donations to The Rainbow Centre have helped provide an education and a safe haven to hundreds of children who live in appalling conditions. We provide a 100% money back guarantee and are dedicated to providing our customers with the highest standards of service in the bookselling industry.
Add this copy of Service Quality: Research Perspectives (Foundations for to cart. $4.93, good condition, Sold by Goldstone Books rated 4.0 out of 5 stars, ships from Ammanford, CARMS, UNITED KINGDOM, published 2004 by SAGE Publications, Inc.
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Good. Ex-Library Book. Has usual library markings and stamps inside. All orders are dispatched within 1 working day from our UK warehouse. Established in 2004, we are dedicated to recycling unwanted books on behalf of a number of UK charities who benefit from added revenue through the sale of their books plus huge savings in waste disposal. No quibble refund if not completely satisfied.
Add this copy of Service Quality: Research Perspectives to cart. $114.86, like new condition, Sold by GreatBookPricesUK5 rated 4.0 out of 5 stars, ships from Castle Donington, DERBYSHIRE, UNITED KINGDOM, published 2003 by Sage Publications, Inc.
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Fine. Trade paperback (US). Glued binding. 200 p. Foundations for Organizational Science. In Stock. 100% Money Back Guarantee. Brand New, Perfect Condition, allow 4-14 business days for standard shipping. To Alaska, Hawaii, U.S. protectorate, P.O. box, and APO/FPO addresses allow 4-28 business days for Standard shipping. No expedited shipping. All orders placed with expedited shipping will be cancelled. Over 3, 000, 000 happy customers.
Add this copy of Service Quality: Research Perspectives to cart. $155.50, new condition, Sold by GreatBookPricesUK5 rated 4.0 out of 5 stars, ships from Castle Donington, DERBYSHIRE, UNITED KINGDOM, published 2003 by Sage Publications, Inc.
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New. Trade paperback (US). Glued binding. 200 p. Foundations for Organizational Science. In Stock. 100% Money Back Guarantee. Brand New, Perfect Condition, allow 4-14 business days for standard shipping. To Alaska, Hawaii, U.S. protectorate, P.O. box, and APO/FPO addresses allow 4-28 business days for Standard shipping. No expedited shipping. All orders placed with expedited shipping will be cancelled. Over 3, 000, 000 happy customers.
Add this copy of Service Quality: Research Perspectives to cart. $158.18, new condition, Sold by Booksplease rated 3.0 out of 5 stars, ships from Southport, MERSEYSIDE, UNITED KINGDOM, published 2003 by Sage Publications, Inc.
