Assessing Service Quality: Third Edition
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More About This Title Assessing Service Quality: Third Edition


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Title Page
Copyright Page
List of Figures
One. Understanding Ends and Means
Two. A Look in the Library Mirror
Three. “Your Mission, Should You Choose to Accept It …”
Four. Measuring and Evaluating the Components of High-Quality Service
Five. What Can Go Wrong with Numbers?
Six. Different Ways of Listening to Customers
Seven. Managing the Three Cs (Comments, Complaints, and Compliments)
Eight. Listening through Surveys
Nine. Listening through Focus Group Interviews
Ten. Customer-Related Metrics and Requirements
Eleven. Satisfaction and Service Quality: Separate but Intertwined
Twelve. Interpreting Findings to Improve Customer Service
Thirteen. Embracing Change—Continuous Improvement
About the Authors