Service Quality

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.

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.

Service Quality - Roland T Rust and Richard L Oliver
Insights and Managerial Implications From the Frontier
PART ONE: DEFINING SERVICE QUALITY
The Nature of Customer Value - Morris B Holbrook
An Axiology of Services in the Consumption Experience
Encounter Satisfaction Versus Overall Satisfaction Versus Quality - Mary Jo Bitner and Amy R Hubbert
The Customer′s Voice
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Price and Advertising and Market Signals for Service Quality - Jan-Benedict E M Steenkamp and Donna L Hoffman
How Do Consumers Predict Service Quality - Valerie S Folkes
What Do They Expect?
PART THREE: QUALITY IN SERVICE PERFORMANCE
Managing Services When the Service Is a Performance - John Deighton
Beyond Smiling - Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Social Support and Service Quality
PART FOUR: THE IMPACT OF SERVICE QUALITY
Linking Customer Satisfaction to Service Operations and Outcomes - Ruth N Bolton and James H Drew
On the Measurement of Perceived Service Quality - Wayne S DeSarbo et al
A Conjoint Analysis Approach
PART FIVE: THE FUTURE OF SERVICE QUALITY
Explanations for the Growth of Services - Steven M Shugan
A Customer Satisfaction Research Prospectus - Eugene W Anderson and Claes Fornell