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Service quality (SQ) : perspectives, management and improvement strategies / Arthur Collins, editor.
- Format:
- Book
- Series:
- Business issues, competition and entrepreneurship series.
- Business Issues, Competition and Entrepreneurship
- Language:
- English
- Subjects (All):
- Quality assurance.
- Quality assurance--Congresses.
- Total quality management.
- Physical Description:
- 1 online resource (123 pages) : illustrations.
- Place of Publication:
- New York : Novinka, 2017.
- Summary:
- Globally, since the turn of the century, economic conditions have been very challenging, turning the market place into a highly competitive, cut throat environment. Service excellence has therefore become non-negotiable and service providers have no option other than to ensure that their service offering, which is translated in terms of various elements of customer service, is excellent and exceptionally creative to encourage customers' return intentions. This book discusses different perspectives of service quality as well as management and ways to improve SQ.
- Contents:
- Preface
- Service quality from different perspectives / Alet C. Erasmus, University of Pretoria, Department of Consumer Science, Hatfield, Pretoria, Republic of South Africa
- Service quality and value in goods transport from freight forwarders' perspectives / Gloria Berenguer-Contrí, Irene Gil-Saura and María-Eugenia Ruiz-Molina, Marketing Department, Universitat de València, Valencia, Spain
- Service quality in the passenger air transport industry / Christian Wehner, Jesús Manuel López-Bonilla and Luis Miguel López-Bonilla, Department of Business Administration and Marketing, University of Seville, Seville, Spain
- Satisfaction and loyalty among older spanish customers through bank service quality / Marta Estrada, Diego Monferrer and Miguel Ángel Moliner, Department of Business Administration and Marketing, Universitat Jaume I, Castellón, Spain
- Index.
- Notes:
- Includes bibliographical references at the end of each chapters and index.
- Description based on online resource; title from PDF title page (ebrary, viewed March 10, 2017).
- ISBN:
- 1-5361-0790-5
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