Service Quality and Productivity Management
- ISBN-10
- 1944659420
- ISBN-13
- 9781944659424
- Category
- Business & Economics
- Pages
- 80
- Language
- English
- Published
- 2017
- Publisher
- WS Professional
- Author
- Jochen Wirtz
Description
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
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