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Managing service quality : Volume 2 / edited by Paul Kunst, Jos Lemmink. - London : Paul Chapman ; - xiii, 121 p. ; 24 cm. ; pbk. - Quality management in services . - QMS (Series : London, England) .

CW121

Customer service satisfaction in market and intra-company exchanges / A. Bonaccorsi and A. Fiorentino -- Estimating the effects of services quality on the decision-making process of physicians / E. Boerkamp, F. Haaijer-Ruskamp, J. Reuyl and A. Versluis -- Financial advice: observing the client-advisor interaction process / H. Greve, R. Frambach and T. Verhallen -- Customer participation and satisfaction / F. Marion -- Internal marketing: interfacing the internal and external environments / R. Varey and C. Gilligan -- Measurement of service quality: the effect of contextuality / M. Paulin and J. Perrien -- The foundations of research on the quality of professional services to organisations / J. Lapierre and P. Filiatrault -- On service quality models, service quality dimensions and customers perceptions / U. Lehtinen, J. Ojasalo and K. Ojasalo.

ISBN: 1853963305 9781853963308: £25.00

Subjects--Topical Terms:
Customer services--Management
Customer services--Quality control
Quality assurance.
Service industries--Management
Service industries--Quality control
Total quality management.
Business and Management.
Sales & marketing
Retail & wholesale industries
Hospitality & service industries
Production & quality control management

Subjects--Index Terms: Service industries Quality control

Dewey Class. No.: 658.562