Service Quality: Research Perspectives (foundations For Organizational Science)
by Benjamin Schneider /
2003 / English / PDF
1.2 MB Download
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
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
