Service Quality (SQ): Perspectives, Management and Improvement Strategies


Arthur Collins (Editor)

Series: Business Issues, Competition and Entrepreneurship
BISAC: BUS097000

Globally, since the turn of the century, economic conditions have been very challenging, turning the market place into a highly competitive, cut throat environment. Service excellence has therefore become non-negotiable and service providers have no option other than to ensure that their service offering, which is translated in terms of various elements of customer service, is excellent and exceptionally creative to encourage customers’ return intentions. This book discusses different perspectives of service quality as well as management and ways to improve SQ. (Imprint: Novinka)

Table of Contents

Table of Contents


Chapter 1. Service Quality from Different Perspectives
Alet C. Erasmus (University of Pretoria, Department of Consumer Science, Hatfield, Pretoria, Republic of South Africa)

Chapter 2. Service Quality and Value in Goods Transport from Freight Forwarders’ Perspectives
Gloria Berenguer-Contrí, Irene Gil-Saura and María-Eugenia Ruiz-Molina (Marketing Department, Universitat de València, Valencia, Spain)

Chapter 3. Service Quality in the Passenger Air Transport Industry
Christian Wehner, Jesús Manuel López-Bonilla and Luis Miguel López-Bonilla (Department of Business Administration and Marketing, University of Seville, Seville, Spain)

Chapter 4. Satisfaction and Loyalty among Older Spanish Customers through Bank Service Quality
Marta Estrada, Diego Monferrer and Miguel Ángel Moliner (Department of Business Administration and Marketing, Universitat Jaume I, Castellón, Spain)


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