Antoinette
Ben Schneider and Susan White wrote a book published by sage reviewing research on service quality. They first discuss the marketing and operations perspectives on service quality and then the OB/HRM perspective on service quality. The book also includes a section on where the service industry is headed.
Schneider, B., & White, S.S.(2004). Service quality: Research perspectives. Thousand Oaks: Sage.
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John W. Michel, Ph.D.
Assistant Professor
Department of Management
College of Business & Economics
Towson University
Towson, MD 21252
Tel. 410.704.4947
Fax 410.704.3236
Email
jmichel@towson.edu
http://pages.towson.edu/jmichel/
________________________________________
From: Organizational Behavior Division Listserv [
OB@AOMLISTS.pace.edu] On Behalf Of Antoinette Weibel [
antoinette.weibel@IOU.UNIZH.CH]
Sent: Thursday, May 22, 2008 6:11 AM
To:
OB@AOMLISTS.pace.edu
Subject: OB and HR Book on Service Organizations
Dear All
I am looking for textbooks in the field of OB and HRM which focus on
the service industry (be it tradtional services or professional
services). Can anybody help? Thank you. Antoinette
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Dr. Antoinette Weibel
IOU Universitaet Zuerich
Plattenstrasse 14
8032 Zuerich
Tel. +41 44 634 2919
Mail:
antoinette.weibel@iou.unizh.ch
http://www.iou.unizh.ch/orga/weibel.htm