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

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ISBN:

9781780526133

Titre:

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

Auteur:

Finsterwalder, Jörg.

Auteur personnel:

Finsterwalder, Jörg.

Informations de publication:

Bradford : Emerald Group Publishing Limited, 2011.

Description physique:

1 online resource (121 p.)

Série:

Managing Service Quality: Volume 21, Issue 6

Note générale:

Description based upon print version of record.

Contenu:

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

Terme sujet:

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:

Ressources électroniques

Accès électronique:

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

Date de publication:

2011

WAIT_PUBINFO:

Bradford : Emerald Group Publishing Limited, 2011.

Disponible:*

Numéro de rayon	Type de documentation	Copier	Emplacement en rayon	Statut
338.761	1:E-BOOK	1	1:ON-DEMAND	Recherche en cours... Inconnu

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Résumé

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"