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Service Quality: Research Perspectives

by Benjamin Schneider

2021-01-02 19:36:12

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The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer beh... Read more
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates Less

Book Details

ISBN9780761921462
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Benjamin Schneider
Author
Benjamin Schneider is Senior Research Fellow at CEB's Workforce Surveys and Analytics.Karen M. Barbera is Practice Manager at CEB's Workforce Surveys and Analytics....

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