Managing service quality /
Managing service quality /
edited by Paul Kunst, Jos Lemmink. Vol. 3.
- London : Paul Chapman Pub., c1997.
- 184 p. : ill. ; 25 cm.
- Quality management in services .
- QMS (Series : London, England) .
CW838 CW083, CW121
Includes bibliographical references and index.
Service dimensions and service quality: an asymmetric approach / M. Gabbott and G. Hogg -- Quality determinants: the relationship between internal and external services / B. Mathews and M. Clark -- Measuring service quality by linear indicators / D. Peña -- The influence of motivation, experience and satisfaction on the quality of service of travel agencies / E. Bigné, C. Martínez and M. José Miquel -- Service quality dimensions of professional business services: structure and dynamics within long term relationships / K. Venetis -- Customer-driven research: the customer value workshop / L. Bennington and J. Cummane -- Quality and tour operator services: an application of the analytic hierarchy process with feedback / F. Casarin and E. Zampese -- Industrialization of services and the management of quality perceptions and purchase intention / H. Roest, T. Bijmolt and R. Pieters -- Quality and change in the provision of health care: the relationship between chaos and quality: the case study of a Seattle clinic / H. Harte and G. Etchart -- Service quality and organisational performance indicators / S. Cuganesan, G. Bradley and P. Booth
1853963623: £35.00 1853963623
Customer services--Management
Customer services--Quality control
Service industries--Quality control
Quality assurance.
Service industries--Management
Total quality management.
Sales & marketing
Retail & wholesale industries
Hospitality & service industries
Management & management techniques
Production & quality control management
Customer services
658.562
CW838 CW083, CW121
Includes bibliographical references and index.
Service dimensions and service quality: an asymmetric approach / M. Gabbott and G. Hogg -- Quality determinants: the relationship between internal and external services / B. Mathews and M. Clark -- Measuring service quality by linear indicators / D. Peña -- The influence of motivation, experience and satisfaction on the quality of service of travel agencies / E. Bigné, C. Martínez and M. José Miquel -- Service quality dimensions of professional business services: structure and dynamics within long term relationships / K. Venetis -- Customer-driven research: the customer value workshop / L. Bennington and J. Cummane -- Quality and tour operator services: an application of the analytic hierarchy process with feedback / F. Casarin and E. Zampese -- Industrialization of services and the management of quality perceptions and purchase intention / H. Roest, T. Bijmolt and R. Pieters -- Quality and change in the provision of health care: the relationship between chaos and quality: the case study of a Seattle clinic / H. Harte and G. Etchart -- Service quality and organisational performance indicators / S. Cuganesan, G. Bradley and P. Booth
1853963623: £35.00 1853963623
Customer services--Management
Customer services--Quality control
Service industries--Quality control
Quality assurance.
Service industries--Management
Total quality management.
Sales & marketing
Retail & wholesale industries
Hospitality & service industries
Management & management techniques
Production & quality control management
Customer services
658.562