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Service quality : a global perspective / guest editor, Steve Tax.
- Format:
- Book
- Series:
- International journal of service industry management ; v.14, no. 2
- Language:
- English
- Subjects (All):
- Industrial management.
- Service industries--Management.
- Service industries.
- Physical Description:
- 1 online resource (95 p.)
- Edition:
- 1st ed.
- Place of Publication:
- Bradford, England : Emerald Group Publishing, c2003.
- Language Note:
- English
- Summary:
- The 8th Quality in Services Conference (QUIS 8) hosted by the Faculty of Business at the University of Victoria had as its core theme "Service Quality: A Global Perspective". This theme was chosen for the following reasons: . This edition of the conference represented the first time in QUIS's rich history that the conference was held outside of its US and Swedish roots.
- Contents:
- Contents
- Abstracts and keywords
- Introduction
- Managing the transition from products to services
- Linking service to profit
- Theatrical service experiences
- Hierarchical representation of satisfactory consumer service experience
- Customer complaining behaviour in technology-based service encounters
- The role of quality practices in service organizations
- Book review.
- Notes:
- Bibliographic Level Mode of Issuance: Monograph
- ISBN:
- 1-280-51123-0
- 9786610511235
- 1-84544-500-7
- OCLC:
- 133160531
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