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| Title Details: | |
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Characteristics and quality of services- From satisfaction to customer loyalty |
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| 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.
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| 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 |
| Number of pages |
28 |
| Publication Origin: |
Kallipos, Open Academic Editions |