Service Quality: New Directions in Theory and Practice

1994-01-01bookSage eBooks1,701 citationsclosed

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Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Service and Product Innovation

Abstract

Discussing the latest research and theory in customer satisfaction and services marketing, the topics 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

Citations in this library

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Cited by

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2004Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration From a Business-to-Business Service Context

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2005Value dimensions, perceived value, satisfaction and loyalty: an investigation of university students’ travel behaviour

1997Customer voluntary performance: Customers as partners in service delivery

1996An empirical examination of a model of perceived service quality and satisfaction

1994Managing Customer Relationships for Profit: The Dynamics of Relationship Quality