Service Quality: Research Perspectives

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November 2003



`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 Quality

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.


Chapter 1 Introduction
Approach Of The Book
What Are Services
What Is Quality?
Why Is the Study Of Service Quality Important?
Overview Of The Rest Of The Book
Chapter 2 Conceptualization And Measurement Of Service Quality: Marketing Perspectives
Dimensions Of Service Quality
Gap Models And The Role Of Expectations In Service Quality
Overall Service Quality
Service Quality And Customer Satisfaction
Survey Development: An Integrated Perspective
Chapter 3 Service Operations And The Presence Of The Customer
The Customer Contact Model Of Service Delivery
Classification Of Services By Christopher Lovelock
Potential Benefits Of Customer Co-Production
Managing Variability Through A Focus On The Customer
Reducing Variability Through A Focus On The Facility
Linking Operational Procedures To Service Quality And Profits
Revenue Management
Chapter 4 A Service Climate
Defining Climate
Climate For Service
Linkage Research
Creating A Service Climate
Chapter 5 Where Are We And Where Do We Go From Here?
How Customers And Service Are Viewed In The Different Fields
Integrated Approaches From Services Management
Introducing Service Quality Into HR/OB
Conclusion: Future Research Agenda


Benjamin Schneider is Professor of Psychology at the University of Maryland and a consultant with Personnel Research Associates, Inc. For 20 years he was the head of the Industrial and Organizational Psychology (I/O) program at Maryland. In addition to Maryland, Ben has taught at Michigan State University and Yale University and for shorter periods of time at Dartmouth College's Tuck School of Business Administration, Bar-Ilan University (Israel, on a Fulbright), University of Aix-Marseilles (France), and Peking University (PRC). Ben holds the Ph.D. in Psychology (University of Maryland, 1967) and the M.B.A. (C.U.N.Y., 1964). His academic accomplishments include more than 90 professional journal articles and book chapters, as well as seven books. Ben's interests concern service quality, organizational climate and culture, staffing issues, and the role of personality in organizational life. Ben is listed in Who's Who in America and derivative volumes, and was awarded the Year 2000 Distinguished Scientific Contributions Award by the Society for Industrial and Organizational Psychology. In addition to his academic work Ben over the years has consulted with numerous companies including Chase-Manhattan Bank, Citicorp, AT&T, Allstate, Sotheby's, the Metropolitan Opera, Prudential, the States of Alabama and Pennsylvania, GEICO, IBM, American Express, and Giant Eagle.


"At any point in time a limited number of research-based volumes will rise to the top of one's reading list. This reviewer predicts that this volume will be one of them for readers interested in the topic of service quality. Schneider and White combine their academic and professional expertise to present a highly intense, exceedingly well researched literature review on service quality. Clearly beyond the course text market, this volume is a must for one or more of the organizational sciences."
EAN: 9780761921479
ISBN: 0761921478
Untertitel: 'Foundations for Organizational'. New. Sprache: Englisch.
Erscheinungsdatum: November 2003
Seitenanzahl: 200 Seiten
Format: kartoniert
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