Índice: Part I - What is service quality?: 1. Service quality; 2. The evoluation of the services marketing mix and its relationship to service quality; 3. Managing quality in home-care services; 4. Notes on the concept of service quality and economic value. Part II - How to develop service quality: 5. Blueprinting; 6. The development of budget/economy hotels in the United Kingdom; 7. The design of chains of actions; 8. On the strategic implications of tangible elements in the marketing of industrial services; 9. Service quality: multidisciplinary and multinational perspectives; 10. Evaluating marketing and operations service quality information. Part III - How to implement service quality: 11. Service quality and the service delivery system; 12. Implementing the integration of costumer expectations and operational capability; 13. Strategy and organization for service; 14. Empowering consumers within public human services; 15. Development of a personnel selection system for service jobs; 16. An evolution of research on professional service. Part IV - How to assess service quality: 17. Understanding, measuring, and improving service quality; 19. quality control in the service firm and consumer; 20. Service Quality and knowlege production; 21. Quality in service and quality in service organizations.

Resumo: This book is about servie quality, and quality is a major factor for achieving commercial sucess. A quality culture that permeates the entire company constitutes the competitive edge in the present-day business world.