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Service Quality: Insights and Managerial Implications from the Frontier · Study

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ChapterService Quality: Insights and Managerial Implications from the Frontier

Roland T. Rust1994

Chapter1994

Service Quality: Insights and Managerial Implications from the Frontier

Roland T. Rust · Richard L. Oliver

1,539 citations·0/0 files stored·Sage eBooks

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Customer Service Quality and Loyalty Management Systems and Quality Improvement Service and Product Innovation

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2009Experience quality, perceived value, satisfaction and behavioral intentions for heritage tourists 2007The concept of perceived value: a systematic review of the research 1996An empirical examination of a model of perceived service quality and satisfaction 1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality 2002Performance-only measurement of service quality: a replication and extension 2004The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions 2009A review of twenty years of SERVQUAL research 2000An examination of the relationship between service quality, customer satisfaction, and store loyalty

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Year1994

Typechapter

Published1994-01-01

VenueSage eBooks

Languageen

Citations1,539

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.4135/9781452229102.n1

openalex_workW2489852417

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