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Service Quality
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Service Quality
New Directions in Theory and Practice

Edited by:
  • Roland T. Rust - University of Maryland, USA
  • Richard L. Oliver - Vanderbilt University, USA, University of Pennsylvania, USA, Washington University, St Louis, USA, University of Iowa, USA, University of Kentucky, USA
Other Titles in:
Marketing
294 pages | SAGE Publications, Inc
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In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas. Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and philosophies of the nature of customer value. The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.
Roland T Rust and Richard L Oliver
Service Quality
Insights and Managerial Implications From the Frontier

 
 
PART ONE: DEFINING SERVICE QUALITY
Morris B Holbrook
The Nature of Customer Value
An Axiology of Services in the Consumption Experience

 
Mary Jo Bitner and Amy R Hubbert
Encounter Satisfaction Versus Overall Satisfaction Versus Quality
The Customer's Voice

 
 
PART TWO: FORMING SERVICE QUALITY EXPECTATIONS
Jan-Benedict E M Steenkamp and Donna L Hoffman
Price and Advertising and Market Signals for Service Quality
Valerie S Folkes
How Do Consumers Predict Service Quality
What Do They Expect?

 
 
PART THREE: QUALITY IN SERVICE PERFORMANCE
John Deighton
Managing Services When the Service Is a Performance
Mara B Adelman, Aaron Ahuvia and Cathy Goodwin
Beyond Smiling
Social Support and Service Quality

 
 
PART FOUR: THE IMPACT OF SERVICE QUALITY
Ruth N Bolton and James H Drew
Linking Customer Satisfaction to Service Operations and Outcomes
Wayne S DeSarbo et al
On the Measurement of Perceived Service Quality
A Conjoint Analysis Approach

 
 
PART FIVE: THE FUTURE OF SERVICE QUALITY
Steven M Shugan
Explanations for the Growth of Services
Eugene W Anderson and Claes Fornell
A Customer Satisfaction Research Prospectus

Roland T. Rust

Roland T. Rust holds the David Bruce Smith Chair in Marketing at the Robert H. Smith School of Business at the University of Maryland, where he is Chair of the Marketing Department and directs the Center for e-Service. His lifetime achievement honors include the American Marketing Association’s Gilbert A. Churchill Award for contributions to marketing research, the Outstanding Contributions to Research in Advertising award from the American Academy of Advertising, the AMA’s Career Contributions to the Services Discipline Award, Fellow of the American Statistical Association, and the Henry Latané Distinguished Doctoral Alumnus Award from... More About Author

Richard L. Oliver

Professor Oliver, a distinguished researcher in the field of consumer psychology, joined the Owen faculty in 1990, after more than a decade of teaching at the Wharton School at the University of Pennsylvania and the Graduate School of Business Administration at Washington University. Within the field of consumer psychology, Professor Oliver has a special focus on customer satisfaction, customer loyalty, and post-purchase processes generally. He holds the position of Fellow of the American Psychological Association for his extensive writings on the psychology of the satisfaction response.... More About Author

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