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Service Quality by Benjamin Schneider
Book Description'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.
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Book DetailsISBN: 9780761921479
(229mm x 152mm x 11mm)
Imprint: SAGE Publications Inc
Publisher: SAGE Publications Inc
Publish Date: 21-Jan-2004
Country of Publication: United States
Books By Author Benjamin Schneider
Oxford Handbook of Organizational Climate and Culture, Hardback (June 2014)
This Handbook is a unique compendium of thinking, research, and practice on organizational climate and culture, integrating scholarship from both fields into one major work. Authors explore these themes in context of contemporary practice with comprehensive case studies of 3M, McDonald's, the Mayo Clinic, PepsiCo and Tata.
Personality and Organizations, Paperback (July 2013)
In this work, scholars cover issues such as teams, leadership, organizational climate and culture, organizational citizenship behaviour, work motivation, stress, and job satisfaction, and tells us what they know about these topics from a personality perspective.
Employee Engagement, Paperback (May 2009)» View all books by Benjamin Schneider
"Employee engagement" has been a buzz word in the human resources community for several years, but there remains an urgent need for scientifically grounded advice for human resources consultants and practitioners as to how to measure and increase it.
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Author Biography - Benjamin Schneider
Susan S. White is a Research Scientist with the Washington, D.C. office of Personnel Decisions Research Institutes, Inc. She received her M. A. (1998) and Ph.D. (2000) in Industrial/Organizational Psychology from the University of Maryland, and her B.A. in Psychology and Mathematical Economic Analysis from Rice University in 1994. Dr. White's current work focuses primarily on the design and implementation of human resources systems in organizations, including selection, performance management, and training programs. She has worked extensively also in the area of service climate and service quality and has published her work on these topics in the Journal of Applied Psychology, and the Journal of Service Research.
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