A Conceptual Model of Service Quality PDF Download

Author: Zeithaml & Berry Parasuraman
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Author: ZEITHAML PARASURAMAN (& BERRY.)
Publisher:
ISBN:
Category :
Languages : en
Pages :

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Author: A. Parasuraman
Publisher:
ISBN:
Category :
Languages : en
Pages : 26

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Author: A. Parasuraman
Publisher:
ISBN:
Category : Customer relations
Languages : en
Pages : 26

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Author: Leonard L. Berry
Publisher:
ISBN:
Category : Marketing
Languages : en
Pages : 168

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Author: David H. Folz
Publisher: Rowman & Littlefield
ISBN: 9780742543393
Category : Business & Economics
Languages : en
Pages : 198

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Managing America's Small Communities charts several key aspects of the largely unexamined world of small city management. This book describes the democraphic trends, structural features, executive behavior and service quality among small communities. Are small cities growing, declining or have they remained untouched by the force of change? To what extent have the structural changes and reforms that have swept through larger cities touched small communities? What are the characteristics and behaviors of small city chief executives and how involved are different executives in the dimensions of the governmental process? How do chief executives in small cities make decisions about local services and programs? Are there differences in the extent to which appointed managers and elected mayors are responsive to community interests? The book also examines the frequency with which small communities provide various services, the quality of services provided and how small city officials can diagnose problems with service quality and performance. The book's theme is the value added to small communities that evidence professionalism in city administration. The benefits that accrue to having a professional city manager are most apparent in the extent to which city managers are engaged in decisions related to each of the dimensions of the governmental process, the level of service quality provided, and the prospects for measuring service performance.

Author: Roland T. Rust
Publisher: SAGE
ISBN: 0803949200
Category : Business & Economics
Languages : en
Pages : 201

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The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.

Author: Roy C Wood
Publisher: SAGE
ISBN: 1446206424
Category : Business & Economics
Languages : en
Pages : 577

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At last, a comprehensive, systematically organized Handbook which gives a reliable and critical guide to all aspects of one of the world′s leading industries: the hospitality industry. The book focuses on key aspects of the hospitality management curriculum, research and practice bringing together leading scholars throughout the world. Each essay examines a theme or functional aspect of hospitality management and offers a critical overview of the principle ideas and issues that have contributed, and continue to contribute, within it. Topics include: • The nature of hospitality and hospitality management • The relationship of hospitality management to tourism, leisure and education provision • The current state of development of the international hospitality business • The core activities of food, beverage and accommodation management • Research strategies in hospitality management • Innovation and entrepreneurship trends • The role of information technology The SAGE Handbook of Hospitality Management constitutes a single, comprehensive source of reference which will satisfy the information needs of both specialists in the field and non-specialists who require a contemporary introduction to the hospitality industry and its analysis. Bob Brotherton formerly taught students of Hospitality and Tourism at Manchester Metropolitan University. He has also taught Research Methods to Hospitality and Tourism students at a number of international institutions as a visiting lecturer; Roy C. Wood is based in the Oberoi Centre of Learning and Development, India

Author: Richard L. Oliver
Publisher: M.E. Sharpe
ISBN: 0765628872
Category : Business & Economics
Languages : en
Pages : 546

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Designed for advanced MBA and doctoral course in Consumer Behavior and Customer Satisfaction, this is the definitive text on the meaning, causes, and consequences of customer satisfaction. It covers every psychological aspect of satisfaction formation, and the contents are applicable to all consumables--product or service. Author Richard L. Oliver traces the history of consumer satisfaction from its earliest roots, and brings together the very latest thinking on the consequences of satisfying (or not satisfying) a firm's customers. He describes today's best practices in business, and broadens the determinants of satisfaction to include needs, quality, fairness, and regret (what might have been). The chapters in atisfaction culminate in Oliver's detailed model of consumption processing and his satisfaction measurment scale. The text concludes with a section on the long-term effects of satisfaction, and why an understanding of satisfaction psychology is vitally important to top management.

Author: John Haywood-Farmer
Publisher: [London] : Research and Publications Division, School of Business Administration, University of Western Ontario
ISBN: 9780771408533
Category :
Languages : en
Pages : 10

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