The service quality handbook

著者

• Scheuing, Eberhard E. (Eberhard Eugen)
• Christopher, William F.
• American Management Association

書誌事項

The service quality handbook

edited by Eberhard E. Scheuing and William F. Christopher ; with contributions from 57 international experts

AMACOM, c1993

注記

Includes bibliographical references and index

内容説明・目次

内容説明

Bringing the standards of quality to service companies is a goal that many talk about, but few know how to achieve. This state-of-the-art guide is multi-contributor work on service quality. Presenting advice, guidelines, fresh ideas and tested models from an international cast of experts, this book is a resource and reference for anyone involved in achieving competitive advantage and superior performance in their organization. The handbook's 41 chapters address such crucial topics as: creating a service quality vision; designing effective service quality systems; reinforcing and rewarding quality-awareness in employees; delivering (and measuring) consistent service quality.

「Nielsen BookData」 より

詳細情報

• NII書誌ID(NCID): BA28382858
• ISBN:
  • 0814401198
• LCCN: 93026614
• 出版国コード: us
• タイトル言語コード: eng
• 本文言語コード: eng
• 出版地: New York
• ページ数/冊数: ix, 550 p.
• 大きさ: 26 cm
• 分類:
  • LCC : HF5415.5
  • DC20 : 658.8/12
• 件名:
  • LCSH : Customer services -- Quality control -- Handbooks, manuals, etc
  • LCSH : Total quality management -- Handbooks, manuals, etc