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Author:   Bernd Stauss ,  Jos Lemmink ,  Paul Kunst
Publisher:   Deutscher Universitats-Verlag
Imprint:   Deutscher Universitats-Verlag
Edition:   1999 ed.
Dimensions:   Width: 12.70cm , Height: 1.70cm , Length: 20.30cm
Weight:   0.415kg
ISBN:  

9783824467808

ISBN 10:   3824467801
Pages:   314
Publication Date:   15 April 1999
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Language:   German

Table of Contents

Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions.- National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective.- The Link between Customer Satisfaction and Dealer Satisfaction — The case of the German Car Industry.- Criticality of Critical Incidents in Customer Relationships.- Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Parties.- Achieving Service Quality through the Application of Importance-Performance Analysis.- The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes.- Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents.- Quality Management and Organizational Change.- Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type.- List of Abstracts.- Biographies.

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