Service Quality
Subtitle: New Directions in Theory and Practice
Contributors: Roland Rust (Editor); Richard L. Oliver (Editor)
Publisher: Sage Publications, Inc
Published: November 15, 1993
Language: eng
Format: Hardcover
Number of pages: 294
ISBN-13: 9780803949195
Subjects: Marketing - General; Customer Service; Business / Economics / Finance; Business/Economics; Quality control; Business & Economics / Marketing / General; Consumer satisfaction; Customer services
First sentence: One of us (Rust) recently gave a lecture to an alumni gathering at Vanderbilt on the topic of Total Quality Management (TOM) and how it was being misapplied (see Kordupleski, Rust, &amp; Zahorik, 1992).