`An excellent book aimed at researchers interested in the field of service quality, and as such deals with conceptual and empirical researches based on different service quality perspectives (marketing, operations management, and organisational studies)' - Managing Service Quality
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.
Authors Benjamin Schneider and Susan S White cover the diverse conceptual and empirical approaches that characterize thinking and research on service quality, especially service delivery. It introduces the concept of service and the important ways service production can differ from goods production. It also presents a history of the concept of product quality and the emergence of concern for service quality.
Susan S. White is a Research Scientist with the Washington, D.C. office of Personnel Decisions Research Institutes, Inc. She received her M. A. (1998) and Ph.D. (2000) in Industrial/Organizational Psychology from the University of Maryland, and her B.A. in Psychology and Mathematical Economic Analysis from Rice University in 1994. Dr. White's current work focuses primarily on the design and implementation of human resources systems in organizations, including selection, performance management, and training programs. She has worked extensively also in the area of service climate and service quality and has published her work on these topics in the Journal of Applied Psychology, and the Journal of Service Research.
Chapter 1 Introduction Approach Of The Book What Are Services What Is Quality? Why Is the Study Of Service Quality Important? Overview Of The Rest Of The Book Chapter 2 Conceptualization And Measurement Of Service Quality: Marketing Perspectives Dimensions Of Service Quality Gap Models And The Role Of Expectations In Service Quality Overall Service Quality Service Quality And Customer Satisfaction Survey Development: An Integrated Perspective Chapter 3 Service Operations And The Presence Of The Customer The Customer Contact Model Of Service Delivery Classification Of Services By Christopher Lovelock Potential Benefits Of Customer Co-Production Managing Variability Through A Focus On The Customer Reducing Variability Through A Focus On The Facility Linking Operational Procedures To Service Quality And Profits Revenue Management Chapter 4 A Service Climate Defining Climate Climate For Service Linkage Research Creating A Service Climate Chapter 5 Where Are We And Where Do We Go From Here? How Customers And Service Are Viewed In The Different Fields Integrated Approaches From Services Management Introducing Service Quality Into HR/OB Conclusion: Future Research Agenda