The Service Quality Handbook
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The Service Quality Handbook
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Author : Eberhard Eugen Scheuing
language : en
Publisher: Amacom Books
Release Date : 1993-01
The Service Quality Handbook written by Eberhard Eugen Scheuing and has been published by Amacom Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993-01 with Business & Economics categories.
Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic. The list of contributors to this cutting-edge reference reads like a Who's Who in Service Quality - all movers and shakers in the business, academic, and government communities in the United States, Canada, Europe, and Japan. These leading experts provide global and multidisciplinary perspectives that will inspire and inform everyone who is working to achieve and sustain competitive advantage and superior organizational performance in a turbulent world. Topics covered range from the evolution of service quality and the growing impact of the Baldrige Award to process management and quality in government services. At the heart of The Handbook are time-tested concepts, strategies, methods, and tools that translate into guidelines and action ideas for creating the quality vision, developing service quality systems, enhancing the role of employees in service quality, understanding and managing customers, and measuring and reinforcing service quality. The 41 chapters of The Handbook add up to the most in-depth, up-to-the-minute information available on service quality today. Whether you're an executive, manager, or consultant in a service or manufacturing company, this visionary yet practical guide will help you teach service quality concepts and strategies; build quality awareness and commitment among employees at all levels; introduce benchmarking practices and processes; make effective use of self-managed teams; improve quality through strategic alliances; and reinforce service quality through service guarantees, recognition, and rewards. This unique collection has no competition. Use The Service Quality Handbook as your road map to enhanced customer satisfaction and greater profitability.
At The Service Quality Frontier
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Author : Mary M. LoSardo
language : en
Publisher: Irwin Professional Publishing
Release Date : 1993
At The Service Quality Frontier written by Mary M. LoSardo and has been published by Irwin Professional Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1993 with Business & Economics categories.
Any organization that has shied away from total quality management on the premise that TQM is only for manufacturing environments will find this book a real eye-opener. Not only do the authors demonstrate the relevance of TQM to service settings, they show smaller organizations how to benefit from the quality movement. Helps companies eliminate "extra processing"--the additional resources consumed when "things aren't done right the first time".
Service Quality
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Author : Stephen Walter Brown
language : en
Publisher: Lexington Books
Release Date : 1991
Service Quality written by Stephen Walter Brown and has been published by Lexington Books this book supported file pdf, txt, epub, kindle and other format this book has been release on 1991 with Business & Economics categories.
To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.
Service Quality
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Author : Roland T. Rust
language : en
Publisher: SAGE
Release Date : 1994
Service Quality written by Roland T. Rust and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing.
A Handbook For Measuring Customer Satisfaction And Service Quality
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Author : Morpace International
language : en
Publisher: Transportation Research Board
Release Date : 1999
A Handbook For Measuring Customer Satisfaction And Service Quality written by Morpace International and has been published by Transportation Research Board this book supported file pdf, txt, epub, kindle and other format this book has been release on 1999 with Consumer satisfaction categories.
This handbook focuses on how to measure customer satisfaction and how to develop transit agency performance measures. It will be of interest to transit managers, market research and customer service personnel, transit planners, and others who need to know about measuring customer satisfaction and developing transit agency performance measures. The handbook provides methods on how to identify, implement, and evaluate customer satisfaction and customer-defined quality service.
Service Quality
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Author : Benjamin Schneider
language : en
Publisher: SAGE
Release Date : 2004
Service Quality written by Benjamin Schneider and has been published by SAGE this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004 with Business & Economics categories.
The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of disciplines, including marketing, human resources I/O psychology, sociology, and consumer behavior, have all made substantial contributions to understanding what service is, how service and service delivery quality are experienced by customers, and the role of employees and their organizations in service delivery. Service Quality: Research Perspectives presents a comprehensive overview and analysis of the field and its research, including its growth, emerging trends, and debates
Delivering Quality Service
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Author : Valarie A. Zeithaml
language : en
Publisher: Simon and Schuster
Release Date : 1990
Delivering Quality Service written by Valarie A. Zeithaml and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1990 with Customer service categories.
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Quality Management For Services
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Author : Manfred Bruhn
language : en
Publisher: Springer Nature
Release Date : 2023
Quality Management For Services written by Manfred Bruhn and has been published by Springer Nature this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023 with Electronic books categories.
This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.
Managing Service Quality
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Author : Paul Kunst
language : en
Publisher:
Release Date : 1995
Managing Service Quality written by Paul Kunst and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1995 with Consumer satisfaction categories.
The Service Quality Solution
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Author : David A. Collier
language : en
Publisher: Irwin Professional Publishing
Release Date : 1994
The Service Quality Solution written by David A. Collier and has been published by Irwin Professional Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 1994 with Business & Economics categories.
The Service/Quality Solution presents a clear framework for building competitive advantage and surviving the pressures within today's marketplace. Throughout this pioneering book, author David A. Collier demonstrates how to "think service managements," cultivate this service commitment within the work force, and add value to your company's products and services - thus distinguishing them from your competitors'.