Service Quality : Research Perspectives (Foundations for Organizational Science)

"This book is not a ′one-minute′ guide for managers in search of alleged quick-fixes of service quality. Instead, it is thirty years of accumulated theory and research that can help serious students understand and analyze this complex phenomenon. The book succeeds in embedding the often overlooked customer within organization studies, using the interdisciplinary approach that scholars preach but seldom practice, and closing with an agenda for future research that others might even find worth pursuing."                       --Dr. David E. Bowen, Professor of Management and Dean of Faculty and                                                                                                      Programs, Thunderbird "Schneider and White promise to deliver insight into the intriguing intricacies of providing excellent services. They deliver sagacity, the intelligent application of knowledge. They do this by being eclectic, disciplined, and thoughtful... Facts about service – what it is, how it happens, what is required to make it better – thankfully dominate this book, supported by good thinking and good methods. No one interested in service quality should miss this book. There is no other book like it."                                                  --Rick Guzzo, Ph.D., Mercer Human Resource Consulting "The coverage is excellent. Among other things, it does a nice job of providing a rationale for why researchers and managers need to understand the perspectives of their customers."                                                                      --Susan E. Jackson, Ph.D., Rutgers University 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 expe