Service Quality Evaluation and Management

Author: Wei Fuxiang
Publisher:
Publish Date: 2005-04-01
Features: This book is a specialized monograph with the author's academic background being authoritative, and its viewpoints occupying a cutting-edge position in academia. Currently, there are very few similar books in China, while more and more people are focusing on service management. Some renowned universities have begun to set up specialized courses, creating a significant gap in teaching materials in this field. Moreover, domestic textbooks that meet China's current conditions while maintaining professional depth are even rarer. This book caters to this demand. Its advanced concepts can also benefit management students, industry researchers, corporate executives, and industrial consultants. Unlike the focus of other scholars on customer perception of service quality, this book concentrates on three aspects: , general theories of customer perception of service quality. The purpose of this research is to explore the concept and classification of service quality, define the characteristics of services and their differences from tangible products, thereby laying a theoretical foundation for the measurement and management of service quality; second, by introducing and comparatively studying various evaluation methods of customer perception of service quality, this book aims to identify the "blind spots" in research in this field, thereby determining the direction and objectives of this study; third, based on empirical research on evaluation methods of customer perception of service quality, this book provides a scientific assessment of the reliability, validity, and applicability of existing evaluation methods. Additionally, this book will explore important issues in customer perception of service quality management, hoping to transfer some management methods that have been proven effective in manufacturing to the service industry, while also exploring management methods unique to the service industry. This book is suitable for students and faculty in economics, management, and marketing at universities and colleges, as well as industry researchers, corporate executives, and industrial consultants.