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Title Details:
Characteristics and quality of services- From satisfaction to customer loyalty
Authors: Chytiris, Leonidas
Anninos, Loukas
Reviewer: Pantouvakis, Angelos
Subject: LAW AND SOCIAL SCIENCES > ECONOMIC SCIENCES > BUSINESS ADMINISTRATION AND BUSINESS ECONOMICS; MARKETING; ACCOUNTING > BUSINESS ADMINISTRATION
Keywords:
Quality
Services
Management
Service Quality
Human Resources
Service Quality Measurement
Description:
Abstract:
In this chapter, the terms service, quality, customer, value, satisfaction, loyalty, cuctomer expectations and perceptions as well as their relationships are presented and analyzed. In addition, service characteristics are identified and briefly described. The technical and functional dimension of quality are also presented. In addition, the various customer types are being identified. The chapter offers a description of the service profit chain and the Kano model.
Technical Editors: Liomas, Ioannis
Type: Chapter
Creation Date: 2015
Item Details:
License: http://creativecommons.org/licenses/by-nc-nd/3.0/gr
Handle http://hdl.handle.net/11419/4982
Bibliographic Reference: Chytiris, L., & Anninos, L. (2015). Characteristics and quality of services- From satisfaction to customer loyalty [Chapter]. In Chytiris, L., & Anninos, L. 2015. MANAGEMENT AND QUALITY OF SERVICES [Undergraduate textbook]. Kallipos, Open Academic Editions. https://hdl.handle.net/11419/4982
Language: Greek
Consists of: 1. Τεστ Κεφαλαίου 2
Is Part of: MANAGEMENT AND QUALITY OF SERVICES
Publication Origin: Kallipos, Open Academic Editions