Service Quality: New Directions in Theory and Practice

by Roland T. Rust (Editor), Richard L. Oliver (Editor)

In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.

Paperback

First published November 15, 1993