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" QUIS 9 symposium : "
guest editors, Professor Anders Gustafsson and Professor Bo Evardsson.
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BL
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| Record Number
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960619
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| Doc. No
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b714989
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| Title & Author
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QUIS 9 symposium : : service excellence in management /\ guest editors, Professor Anders Gustafsson and Professor Bo Evardsson.
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| Publication Statement
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Bradford, England :: Emerald Group Pub.,, ©2005.
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| Series Statement
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Managing service quality an international journal ;; v. 15, no. 2
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| Page. NO
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1 online resource (91 pages)
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| ISBN
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1845441044
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: 1845442660
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: 9781845441043
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: 9781845442668
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| Contents
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EDITORIAL ADVISORY BOARD; Guest editorial; Service quality: beyond cognitive assessment; Service quality as an important dimension of brand equity in Swiss services industries; A manufacturer becoming service provider -- challenges and a paradox; Fading customer relationships in professional services; Does customer satisfaction lead to profitability?; E-services and offline fulfilment: how e-loyalty is created; The importance of attitude and appearance in the service encounter in retail and hospitality; Book review
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| Abstract
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This e-book includes selected best papers presented at QUIS 9 (Quality in Services) held at Karlstad university, Sweden in June (15-18) 2004. The symposium was co-hosted by the Center for Service Leadership at Arizona State University, USA, The Warwick Business School at University of Warwick, UK and the Service Research Center at Karlstad University, Sweden.
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| Subject
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Customer services-- Management.
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Service industries.
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Customer services-- Management.
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Service industries.
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| LC Classification
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HF5415.5.Q857 2005eb
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| Added Entry
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Evardsson, Bo.
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Gustafsson, Anders,1964-
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