Modeling Contextually Elicited Service Quality Expectations - Strombeck, Stephen
29,99 €
inkl. MwSt.
Versandkostenfrei*
Versandfertig in 1-2 Wochen
payback
15 °P sammeln
  • Broschiertes Buch

Research on service quality has taken a prominent role in services marketing over the last three and a half decades. From the ground breaking work of early researchers (Grönroos 1978, 1984; Lehtinen and Lehtinen 1982; Parasuraman et al., 1985), attention to the issues of measuring, modeling, and managing service quality has grown exponentially (see Rust and Oliver 1994). Of vital importance is the issue of defining and measuring the concept of service quality, since doing so accurately determines both its theoretical and practical use. Two decades ago, controversy erupted as to how service…mehr

Andere Kunden interessierten sich auch für
Produktbeschreibung
Research on service quality has taken a prominent role in services marketing over the last three and a half decades. From the ground breaking work of early researchers (Grönroos 1978, 1984; Lehtinen and Lehtinen 1982; Parasuraman et al., 1985), attention to the issues of measuring, modeling, and managing service quality has grown exponentially (see Rust and Oliver 1994). Of vital importance is the issue of defining and measuring the concept of service quality, since doing so accurately determines both its theoretical and practical use. Two decades ago, controversy erupted as to how service quality should be measured (Cronin and Taylor 1992, 1994; Parasuraman et al., 1991; Parasuraman et al., 1988, 1994). Part of this controversy revolved around the validity and reliability of SERVQUAL (Parasuraman et al., 1985) and the service dimensions which best predict consumers' overall preferences and perceptions of service quality.
Hinweis: Dieser Artikel kann nur an eine deutsche Lieferadresse ausgeliefert werden.
Autorenporträt
Stephen Strombeck - Doyen de la School of Business ; directeur du programme MBA ; professeur de marketing. Doctorat en marketing de l'Université du Mississippi, 1999. MBA de l'université de Pepperdine, 1988. Bachelor of Arts en économie du Westmont College, 1986.