Susan S. White is a Research Scientist with the Washington, D.C. office of Personnel Decisions Research Institutes, Inc. She received her M. A. (1998) and Ph.D. (2000) in Industrial/Organizational Psychology from the University of Maryland, and her B.A. in Psychology and Mathematical Economic Analysis from Rice University in 1994. Dr. White’s current work focuses primarily on the design and implementation of human resources systems in organizations, including selection, performance management, and training programs. She has worked extensively also in the area of service climate and service quality and has published her work on these topics in the Journal of Applied Psychology, and the Journal of Service Research.

• Chapter 1 IntroductionApproach Of The BookWhat Are ServicesWhat Is Quality?Why Is the Study Of Service Quality Important?Overview Of The Rest Of The BookChapter 2 Conceptualization And Measurement Of Service Quality: Marketing PerspectivesDimensions Of Service QualityGap Models And The Role Of Expectations In Service QualityOverall Service QualityService Quality And Customer SatisfactionSurvey Development: An Integrated PerspectiveChapter 3 Service Operations And The Presence Of The CustomerThe Customer Contact Model Of Service DeliveryClassification Of Services By Christopher LovelockPotential Benefits Of Customer Co-ProductionManaging Variability Through A Focus On The CustomerReducing Variability Through A Focus On The FacilityLinking Operational Procedures To Service Quality And ProfitsRevenue ManagementChapter 4 A Service ClimateDefining ClimateClimate For ServiceLinkage ResearchCreating A Service ClimateChapter 5 Where Are We And Where Do We Go From Here?How Customers And Service Are Viewed In The Different FieldsIntegrated Approaches From Services ManagementIntroducing Service Quality Into HR/OBConclusion: Future Research Agenda

"Schneider and White promise to deliver insight into the intriguing intricacies of providing excellent services. They deliver sagacity, the intelligent application of knowledge. They do this by being eclectic, disciplined, and thoughtful... Facts about service – what it is, how it happens, what is required to make it better – thankfully dominate this book, supported by good thinking and good methods. No one interested in service quality should miss this book. There is no other book like it."