Service Quality and Management (Fokus Dienstleistungsmarketing)

Introduction Are services millennium-proof? Certainly not. At least not at this moment. There is no thorough research needed to derive that conclusion, simply ask around. The evi­ dence is overwhelming. True horror stories exist of all types of services in all types of sectors. It is even becoming a business in itself. Television shows that are based on customer complaints about services are becoming more and more popular. As is the case in the millennium problem, management of service companies experiences a lot of problems in the hardware and the software of services. There are still prob­ lems in defining and developing the service, and problems in creating, realizing and managing weil defined services. Is there than no progress at all? We believe there iso The enormous attention for services has its advantages as weil. In various places innovations are realized, and what is more important are linked to theory. Only in this way learning becomes pos­ sible. Eventually innovative practice will reflect in the development of theory, and in turn good practice will be based on solid theory. This series tries to support this pro­ cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management. Front Matter....Pages i-vi Introduction....Pages 1-3 Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions....Pages 5-24 National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective....Pages 25-53 The Link between Customer Satisfaction and Dealer Satisfaction — The Case of the German Car Industry....Pages 55-88 Criticality of Critical Incidents in Customer Relationships....Pages 89-110 Critical Incidents in Dutch Consumer Press: Why Dissatisfied Customers Complain with Third Parties....Pages 111-159 Achieving Service Quality through the Application of Importance-Performance Analysis....Pages 161-185 The Sequential Incident Technique for Innovations (SITI) — A Tool for Generating Improvements and Ideas in Service Processes....Pages 187-226 Beyond the Call of Duty: The Impact of Perceived Support on Attitudes and Behavior of Temporary Call Center Agents....Pages 227-250 Quality Management and Organizational Change....Pages 251-274 Sales-Related Benefit-Analysis of Service Quality Investments — The Moderating Role of Customer Relationship Type....Pages 275-300 Back Matter....Pages 301-314