[PDF] Quality Service Management eBook

Author : John Maleyeff
Publisher : Routledge
Page : 225 pages
File Size : 21,62 MB
Release : 2022-05-05
Category : Business & Economics
ISBN : 100058772X

GET BOOK

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.

Author : Connie Mok
Publisher : Routledge
Page : 359 pages
File Size : 47,4 MB
Release : 2013-01-11
Category : Business & Economics
ISBN : 1136386564

GET BOOK

Does your staff deliver the highest quality service possible? Customers today expect a very high overall level of service in hospitality, tourism, and leisure. Competition in these fields will thus be driven by strategies focusing on quality of service to add value, as opposed to product or price differentiation. Service Quality Management in Hospitality, Tourism, and Leisure highlights concepts and strategies that will improve the delivery of hospitality services, and provides clear and simple explanations of theoretical concepts as well as their practical applications! Practitioners and educators alike will find this book to be invaluable in their businesses and in preparing students for the business world. This essential book provides you with clear, comprehensive explanations of theoretical concepts and methods that will give you the competitive edge in this fast-changing field. Topics covered include: services management marketing operations management human resources management service quality management Service Quality Management in Hospitality, Tourism, and Leisure brings together an array of pertinent materials that will measure and enhance customer satisfaction and help you provide superior hospitality services, and groups them in easy-to-use clusters for quick reference.

Author : Stephen Walter Brown
Publisher : Lexington Books
Page : 416 pages
File Size : 24,21 MB
Release : 1991
Category : Business & Economics
ISBN : 9780669211528

GET BOOK

To learn more about Rowman & Littlefield titles please visit us at www.rowmanlittlefield.com.

Author : Roland T. Rust
Publisher : SAGE
Page : 201 pages
File Size : 24,41 MB
Release : 1994
Category : Business & Economics
ISBN : 0803949200

GET BOOK

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.

Author : Christian Grönroos
Publisher : Jossey-Bass
Page : 320 pages
File Size : 41,7 MB
Release : 1990
Category : Business & Economics
ISBN :

GET BOOK

Gronroos (international and industrial marketing, Swedish School of Economics and Business Administration in Finland) examines the nature of market-oriented management and analyzes the impact that service- dominated competition has had and will continue to have on management thinking and decision making. He includes practical advice on how to cope with specific situations relative to the consumptive process. Annotation copyrighted by Book News, Inc., Portland, OR

Author : Jay Kandampully
Publisher : Springer Science & Business Media
Page : 341 pages
File Size : 40,35 MB
Release : 2011-12-09
Category : Business & Economics
ISBN : 1461415535

GET BOOK

“Great retailers are great at service. No exceptions. This book offers a wealth of insight into delivering excellent retail service.” ---Leonard L. Berry, Distinguished Professor of Marketing, N.B Zale Chair in Retailing and Market Leadership, Mays Business School, Texas A&M University "With a growing understanding of service as a phenomenon and perspective of business and marketing, retailers are increasingly seeing the need to transform from distribution of products to service providers. This book includes considerable insight regarding the importance of the service perspective and how it can be implemented in retailing." --Christian Grönroos, Professor of Service and Relationship Marketing, CERS Centre for Relationship Marketing and Service Management, Hanken School of Economics, Finland "Consisting of chapters written by leading scholars in service management and retailing from around the world, this comprehensive book offers rich insights for how retailers can excel and achieve sustainable competitive advantage by invoking and implementing service management principles. This enlightening book is a valuable resource for students, researchers and practitioners with an interest in retailing." --A. "Parsu" Parasuraman, Professor of Marketing & The James W. McLamore Chair, School of Business Administration, University of Miami Coral Gables, Florida "Service excellence and service innovation are critical for success in today’s competitive retail marketplace. Service Management: The New Paradigm in Retailing provides a contemporary and transformative lens for accomplishing these essential goals." --Mary Jo Bitner, Professor, Director Center for Services Leadership, W.P. Carey School of Business, Arizona State University

Author : William B. Martin
Publisher : Pearson
Page : 0 pages
File Size : 33,68 MB
Release : 2002
Category : Hospitality industry
ISBN : 9780130930187

GET BOOK

"Its thirty-two application exercises and numerous examples in every chapter make its contents easily adaptable to the specific needs of any hospitality organization."--Jacket.

Author : Gregory J. Marchand
Publisher : Createspace Independent Publishing Platform
Page : 290 pages
File Size : 21,14 MB
Release : 2017-09-12
Category :
ISBN : 9781976348723

GET BOOK

Owning or operating an automotive repair shop is never easy, but it doesn't have to be overly complicated either. Understanding what a customer is worth to your shop, being committed to customer retention, knowing your performance indicators, implementing consistent process, and being able to attract and retain quality employees are key aspects to running a successful automotive repair shop. In the 2nd Edition of the popular Service Management Made Simple, Greg Marchand discusses these concepts and more in a simple, easy-to-understand, easy-to-implement format. Chapters have been added describing the best marketing practices and using key performance indicators. Additional content has been added to original chapters discussing customer trust, active listening, and employee development. With 30 years of automotive experience as a shop owner, dealership service advisor, and factory customer satisfaction expert Greg understands that even though every repair shop is different, and every market has its own uniqueness, there are still simple, effective, and inexpensive best practices to attract customers, retain employees, and grow a profitable business. This book will change the way you see your service business. Learn to create extraordinary customer service, construct pay plans that drive productivity, know what the important performance indicators are, and increase your profits today.

Author : Praeg, Claus-Peter
Publisher : IGI Global
Page : 348 pages
File Size : 28,54 MB
Release : 2010-09-30
Category : Business & Economics
ISBN : 1616928913

GET BOOK

"This book gives both scientists and practical experts an insight into the many different facets of IT service quality management"--Provided by publisher.