QUIS 9 symposium : service excellence in management / guest editors: Professor Anders Gustafsson and Professor Bo Evardsson.

Format:

Book

Contributor:

Evardsson, Bo.

Gustafsson, Anders.

Series:

Managing service quality an international journal ; v.15, no. 2

Language:

English

Subjects (All):

Customer services--Management.

Customer services.

Service industries.

Physical Description:

1 online resource (91 p.)

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2005.

Language Note:

English

Summary:

This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick, UK and the Service Research Center at Karlstad University, Sweden.

Contents:

CONTENTS; EDITORIAL ADVISORY BOARD; Guest editorial; Service quality: beyond cognitive assessment; Service quality as an important dimension of brand equity in Swiss services industries; A manufacturer becoming service provider - challenges and a paradox; Fading customer relationships in professional services; Does customer satisfaction lead to profitability?; E-services and offline fulfilment: how e-loyalty is created; The importance of attitude and appearance in the service encounter in retail and hospitality; Book review

Notes:

Description based upon print version of record.

ISBN:

1-280-50853-1

9786610508532

1-84544-266-0

OCLC:

191038891