Call Boomerang Books 1300 36 33 32

'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.

Buy Service Quality book by Benjamin Schneider from Australia's Online Independent Bookstore, Boomerang Books.

Book Details

ISBN: 9780761921479
ISBN-10: 0761921478
Format: Paperback
(228mm x 152mm x 11mm)
Pages: 200
Imprint: SAGE Publications Inc
Publisher: SAGE Publications Inc
Publish Date: 21-Jan-2004
Country of Publication: United States

Other Editions

Reviews

» Have you read this book? We'd like to know what you think about it - write a review about Service Quality book by Benjamin Schneider and you'll earn 50c in Boomerang Bucks loyalty dollars (you must be a Boomerang Books Account Holder - it's free to sign up and there are great benefits!)

Write Review


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.

Books By Author Benjamin Schneider

Organizational Climate and Culture by Benjamin Schneider

Organizational Climate and Culture

Paperback, December 2013
$91.80
Personality and Organizations by Benjamin Schneider

Personality and Organizations

Paperback, July 2013
$74.69
Employee Engagement by Benjamin Schneider

Employee Engagement

Paperback, May 2009
$68.78