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"This book is not a 'one-minute' guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing." Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality. Key Features - Summarizes conceptual and empirical research from the marketing perspective on the measurement of service quality and customer satisfaction - Deals with concepts and approaches to service characteristic of operations management, especially the role of customer variability in service production - Introduces research promoting the linkage of service climate experienced by employees to the service quality experienced by customers - Presents several HR/OB approaches to organizational design and useful frameworks for integrating ideas from marketing and operations management into HR/OB research - Offers six key research questions that integrate three different perspectives and provide important avenues for additional analysis and research
"This book is not a 'one-minute' guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing." Authors Benjamin Schneider and Susan S. White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality. Key Features - Summarizes conceptual and empirical research from the marketing perspective on the measurement of service quality and customer satisfaction - Deals with concepts and approaches to service characteristic of operations management, especially the role of customer variability in service production - Introduces research promoting the linkage of service climate experienced by employees to the service quality experienced by customers - Presents several HR/OB approaches to organizational design and useful frameworks for integrating ideas from marketing and operations management into HR/OB research - Offers six key research questions that integrate three different perspectives and provide important avenues for additional analysis and research
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