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QUIS 9

Author: Anders Gustafsson
Publisher: Bradford, England : Emerald Group Pub., ©2005.
Series: International journal of service industry management, v. 16, no. 2.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
This issue of International Journal of Service Industry Management is dedicated toinclude selected best papers presented at QUIS 9 (Quality in Services) held at Karlstaduniversity, Sweden in 15-18 June 2004. The symposium was co-hosted by the Center forService Leadership at Arizona State University, USA.
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Genre/Form: Electronic books
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Anders Gustafsson
ISBN: 1845441303 9781845441302 1845442911 9781845442910
OCLC Number: 133161036
Description: 1 online resource (85 pages).
Contents: INTERNATIONAL EDITORIAL ADVISORY BOARD; Editorial; Managing overall service quality in customer care centers; Dynamics of service attributes: a test of Kano's theory of attractive quality; Assessing behavior before it becomes behavior; Communication as an element of service value; Video-based methodology: capturing real-time perceptions of customer processes; Book review
Series Title: International journal of service industry management, v. 16, no. 2.
Responsibility: Guest editor, Anders Gustafsson.

Abstract:

This issue of International Journal of Service Industry Management is dedicated toinclude selected best papers presented at QUIS 9 (Quality in Services) held at Karlstaduniversity, Sweden in 15-18 June 2004. The symposium was co-hosted by the Center forService Leadership at Arizona State University, USA.

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