Variable Quality in Consumer Theory: Towards a Dynamic Microeconomic Theory of the Consumer

Examines consumer decision-making on products and services of variable quality at the level of retail markets. Addresses for the first time consumer-producer interaction at the level of the individual consumer; issues of quality, consumption experience, and willingness-to-pay, as exhibited by individual consumers; and how these issues affect the decision-making process.

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Customer Satisfaction Measurement for ISO 9000: 2000
For the first time, the ISO 9000 quality management standard requires that registered companies measure customer satisfaction. M…

Total Quality Service: Principles, Practices, and Implementation (St Lucie)
Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of…