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Hardbound. This interdisciplinary series focuses on new, fresh
ideas in services marketing and management and is committed to
encouraging scholars new to the area of services to pursue
innovative and interdisciplinary services-related research. Also
encouraged is work that crosses the boundaries between academic
research and business practice. Leading scholars will delve into
services issues such as service quality, internal marketing,
service design, human resources in services, services operations,
etc. Included are directions for future research and managerial
implications.An added feature is a services in action section
addressing in depth some aspect of a service organizations practice
which is on the cutting edge. Leading service firms will share how
they have innovatively applied services principles in business
practice.
This title is part of a series which offers an interdisciplinary
approach to the latest research and practice in services. Topics
discussed in this title include the calculus of service quality and
customer satisfaction and environmental and positional antecedents
of management commitment to service quality.
This series is dedicated to topics such as service quality,
internal marketing, service design, human resources practices and
service systems, using theoretical research and the results of
empirical studies. This volume concentrates on the effect on
information technology on services performance, service quality,
new service development, brand loyalty, and fair service. It also
covers the relational aspects of services management such as the
customer contact, customer-supplier relationships, and the social
aspect of customer service loyalty.
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