Introducting service quality
Approach of the book
What are services?
What is Quality?
Why is the study of service quality important?
Overview of the rest of the book
Conceptualization and measurement of service quality : marketing perspectives
Dimensions of service quality
Gap models and the role of expectations in service quality
Overall service quality
Service quality and customer satisfaction
Survey development : an intregrated perspective
Service operations and the presence of the customer
The customer-contact model of service delivery
Classification of services by lovelock
Potential benefits of customer coproduction
Managing variability through a focus on the customer
Reducing variability through a focus on the facility
Linking operational procedures to service quality and profits, too
Revenue management
Service climate
Defining climate
Climate for service
Linkage research
Creating a service climate
Where are we and where do we go from here?
How customers and service are viewed in the different fields
Integrated approaches from service management
Introducing service quality into HRM/OB.