Providing clear guidance for anyone servicing internal or external customers, this book offers a framework for analyzing and managing quality using a comprehensive closed-loop approach. This book cuts through the complexities of the mantra ‘better, cheaper, faster’ (BCF) and offers procedures for the evaluation of customer needs, the determination of performance metrics, and the design of effective customer satisfaction surveys. It details basic statistical techniques and packages the framework, procedures, and methods into a management construct that includes external quality certification systems and internal performance management systems. Importantly, the book also describes how these systems can be implemented in a virtual workplace. This quality management book will be essential to service-oriented firms (financial, government, healthcare, hospitality, etc.), as well as any firm with internal customer service processes such as human resource management, purchasing, and accounting. Professionals at all levels, corporate trainers, and students will welcome this book’s common set of principles and tools, accompanied by many case studies that illustrate how they are applied in various environments.
Many other texts in this subject area skip over guest-focused service strategy in hospitality or service This text fully covers the topic of managing hospitality organizations by using academic studies and real life experience from ...
Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
This book addresses the needs of the entire spectrum of hospitality including foodservice and lodging operations, clubs, theme parks and the entire travel and tourism industry.
... J. M. , 97 , 98 George , W. , 142 Gerhart , B. , 130 Gill , P. , 22 Gilliland , S. , 130 Glick , W. H. , 98 Goldstein , I. , 126 Grönroos , C. , 5 , 9 , 17 , 33 , 34 , 35 , 38 , 42 , 52 , 55 , 120 , 149 Guion , R. M. , 93 Gummesson ...
Service Quality Management
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality?
This book constitutes the refereed proceedings of the First International Conference on Service-Oriented Computing, ICSOC 2003, held in Trento, Italy in December 2003.
This book discusses different perspectives of service quality as well as management and ways to improve SQ.
Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world.
This series tries to support this pro cess by presenting a number of innovative practices, and examples of testing theory in service quality marketing and management.