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| 008 | 001009s1997 enka b 001 0 eng d | ||
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| 082 | _a658.562 | ||
| 245 | 0 | 0 |
_aManaging service quality / _cedited by Paul Kunst, Jos Lemmink. Vol. 3. |
| 260 |
_aLondon : _bPaul Chapman Pub., _cc1997. |
||
| 300 |
_a184 p. : _bill. ; _c25 cm. |
||
| 490 | 1 | _aQuality management in services | |
| 500 | _aCW838 | ||
| 500 | _aCW083, CW121 | ||
| 504 | _aIncludes bibliographical references and index. | ||
| 505 |
_tService dimensions and service quality: an asymmetric approach / M. Gabbott and G. Hogg -- _tQuality determinants: the relationship between internal and external services / B. Mathews and M. Clark -- _tMeasuring service quality by linear indicators / D. Peña -- The _tinfluence of motivation, experience and satisfaction on the quality of service of travel agencies / E. Bigné, C. Martínez and M. José Miquel -- _tService quality dimensions of professional business services: structure and dynamics within long term relationships / K. Venetis -- _tCustomer-driven research: the customer value workshop / L. Bennington and J. Cummane -- _tQuality and tour operator services: an application of the analytic hierarchy process with feedback / F. Casarin and E. Zampese -- _tIndustrialization of services and the management of quality perceptions and purchase intention / H. Roest, T. Bijmolt and R. Pieters -- _tQuality 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 -- _tService quality and organisational performance indicators / S. Cuganesan, G. Bradley and P. Booth |
||
| 590 | _a51.29 | ||
| 650 | 0 |
_aCustomer services _xManagement _942779 |
|
| 650 | 0 |
_aCustomer services _xQuality control _947565 |
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| 650 | 0 |
_aService industries _xQuality control _945123 |
|
| 650 | 0 |
_aQuality assurance. _96856 |
|
| 650 | 0 |
_aService industries _xManagement _97366 |
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| 650 | 0 |
_aTotal quality management. _99292 |
|
| 650 | 7 |
_aSales & marketing _2thema _974974 |
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| 650 | 7 |
_aRetail & wholesale industries _2thema _939546 |
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| 650 | 7 |
_aHospitality & service industries _2thema _974975 |
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| 650 | 7 |
_aManagement & management techniques _2thema _974976 |
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| 650 | 7 |
_aProduction & quality control management _2thema _930956 |
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| 650 | 7 |
_aCustomer services _2thema _92749 |
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| 700 | 1 |
_aLemmink, Jos. _928783 |
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| 700 | 1 |
_aKunst, Paul. _928784 |
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| 830 | 0 |
_aQMS (Series : London, England) _926346 |
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