Designing service excellence people and technology
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service indus...
| Otros Autores: | , |
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Boca Raton :
CRC Press
[2015]
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| Edición: | 1st edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628759906719 |
| Sumario: | The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers' experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technol |
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| Notas: | Description based upon print version of record. |
| Descripción Física: | 1 online resource (190 p.) |
| Bibliografía: | Includes bibliographical references. |
| ISBN: | 9781040053546 9780429064081 9781439840474 |
