In this book leading scholars and practitioners present the latest research and theory in customer satisfaction and services marketing with a wealth of stimulating ideas Topics discussed include: the measurement of the managerial impact on service quality improvement; new methods of assessing the various elements of service quality; and оеуос philosophies of the nature of customer value The diverse viewpoints of the contributors reveal the variety of emerging ideas on the subject of service quality.  FloatinISBN 0803949200.