Service quality : new directions in theory and practice

editors, Roland T. Rust, Richard L. Oliver

Discussing the latest research and theory in customer satisfaction and services marketing, the topics 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

Year of publication:	c1994 ; Online-Ausg.
Other Persons:	Rust, Roland T. (contributor) ; Oliver, Richard L. (contributor)
Publisher:	Thousand Oaks, Calif : SAGE
Subject:	Dienstleistungsqualität \| Service quality \| Servicepolitik \| Verbraucherzufriedenheit \| Qualitätsmanagement \| Dienstleistungsbetrieb \| Kundendienst \| Qualitätskontrolle

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