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Service Quality: New Directions in Theory and Practice

By Roland T. Rust (Editor), Richard L. Oliver (Editor)
eBook
$78.00
By Roland T. Rust (Editor), Richard L. Oliver (Editor)
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The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service...