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QUIS 9 / Guest editor: Anders Gustafsson.
- Format:
- Book
- Series:
- International journal of service industry management ; v.16, no. 2
- Language:
- English
- Subjects (All):
- Customer services--Management.
- Customer services.
- Service industries.
- Physical Description:
- 1 online resource (85 p.)
- Edition:
- 1st ed.
- Place of Publication:
- Bradford, England : Emerald Group Publishing, c2005.
- Language Note:
- English
- Summary:
- This issue of International Journal of Service Industry Management is dedicated toinclude selected best papers presented at QUIS 9 (Quality in Services) held at Karlstaduniversity, Sweden in 15-18 June 2004. The symposium was co-hosted by the Center forService Leadership at Arizona State University, USA.
- Contents:
- CONTENTS; INTERNATIONAL EDITORIAL ADVISORY BOARD; Editorial; Managing overall service quality in customer care centers; Dynamics of service attributes: a test of Kano's theory of attractive quality; Assessing behavior before it becomes behavior; Communication as an element of service value; Video-based methodology: capturing real-time perceptions of customer processes; Book review
- Notes:
- Description based upon print version of record.
- ISBN:
- 1-280-50876-0
- 9786610508761
- 1-84544-291-1
- OCLC:
- 191038907
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