Service Quality: Research Perspectives - Couverture rigide

Schneider, Benjamin; White, Susan S.

Couverture rigide

ISBN 10 : 076192146X ISBN 13 : 9780761921462

Editeur : SAGE Publications Inc, 2004

Synopsis

The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates

A propos du livre

À propos de l?auteur

Susan S. White is a Research Scientist with the Washington, D.C. office of Personnel Decisions Research Institutes, Inc. She received her M. A. (1998) and Ph.D. (2000) in Industrial/Organizational Psychology from the University of Maryland, and her B.A. in Psychology and Mathematical Economic Analysis from Rice University in 1994. Dr. White's current work focuses primarily on the design and implementation of human resources systems in organizations, including selection, performance management, and training programs. She has worked extensively also in the area of service climate and service quality and has published her work on these topics in the Journal of Applied Psychology, and the Journal of Service Research.

Détails de l'édition

• Éditeur: SAGE Publications Inc
• Date d'édition: 2004
• Langue: anglais
• ISBN 10: 076192146X
• ISBN 13: 9780761921462
• Reliure: Relié
• Nombre de pages: 185
• Coordonnées du fabricant: non disponible
• Personne responsable: gpsr@libri.de; gpsr@libri.de; ; Friedensallee 273; Hamburg; 22763; Allemagne