Empowering service excellence : beyond the quick fix
著者
書誌事項
Empowering service excellence : beyond the quick fix
（Cassell services management）
Cassell, c1997
- : hbk
- : pbk
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注記
Includes bibliographical references (p. 199-206) and index
内容説明・目次
- 巻冊次
-
: hbk ISBN 9780304331666
内容説明
Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems. The book shows the key issues involved in improving quality in the service sector, covering topics such as customer satisfaction, standardization of service and "scripted" interactions, definitions of quality, satisfaction and value, motives for employee empowerment and implications for management.
- 巻冊次
-
: pbk ISBN 9780304331697
内容説明
Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems. The book shows the key issues involved in improving quality in the service sector, covering topics such as customer stisfaction, standardization of service and "scripted" intercations, definitions of quality, satisfaction and value, motives for employee ompowerment and implications for management.
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