Special issue on 'Doing More With Less' with selected Services Marketing Papers from the ANZMAC 2010 Conference [electronic resource].

Cover image for Special issue on 'Doing More With Less' with selected Services Marketing Papers from the ANZMAC 2010 Conference [electronic resource].

ISBN:

9781780526133

Title:

Special issue on 'Doing More With Less' with selected Services Marketing Papers from the ANZMAC 2010 Conference [electronic resource].

Author:

Finsterwalder, Jörg.

Personal Author:

Finsterwalder, Jörg.

Publication Information:

Bradford : Emerald Group Publishing Limited, 2011.

Physical Description:

1 online resource (121 p.)

Series:

Managing Service Quality: Volume 21, Issue 6

General Note:

Description based upon print version of record.

Contents:

Cover; CONTENTS; Editorial advisory board; Guest editorial; How word of mouth communication varies across service encounters; Restorative cancer resource center servicescapes; Psychological safety, contributions and service satisfaction of customers in group service experiences; Customer service understanding: gender differences of frontline employees; The effect of accent of service employee on customer service evaluation; Building friendships and relationships; Book reviews

Subject Term:

Consumer satisfaction.

Customer relations -- Congresses.

Customer services -- Management -- Congresses.

Customer services -- Management.

Customer services -- Quality control -- Congresses.

Service industries -- Customer services.

Service industries -- Management -- Congresses.

Service industries -- Management.

Format:

Electronic Resources

Electronic Access:

Click here to view book
http://angliss.eblib.com.au/patron/FullRecord.aspx?p=862148

Publication Date:

2011

Publication Information:

Bradford : Emerald Group Publishing Limited, 2011.

Available:*

Shelf Number	Material Type	Copy	Shelf Location	Status
338.761	1:E-BOOK	1	1:ON-DEMAND	Searching... Unknown

Bound With These Titles

On Order

Summary

The articles comprising thisebook of Managing Service Quality represent a selection of revised papers originally submitted to the Services Marketing Track and presented at the Australian and New Zealand Marketing Academy (ANZMAC) annual conference held in Christchurch, New Zealand in December 2010. This internationally recognised conference was hosted by the College of Business and Economics at The University of Canterbury and was attended by over 400 delegates from 28 countries. The theme of the conference was OC Doing More with LessOCO. This theme proved to be both relevant and timely at a number of levels"