Service Quality

New Directions in Theory and Practice

by Rust, Roland; Oliver, Richard L.;

In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed 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. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Rights Information


Bibliographic Information
  • Pub date: November 1993
  • English
  • 9781452262482 / 0803949200
  • Primary Price: 33.99 GBP
  • Pages: 294
  • SAGE Publications / SAGE Publications, Inc
  • Readership: Professional and scholarly
  • Publish State: Published
  • Responsibility: edited by Richard L. Oliver, Roland T. Rust.
  • Reference Code: BDZ0001082920