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: | , |
|---|---|
| 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 |
Tabla de Contenidos:
- Front Cover; Contents; Preface; About the Authors; Chapter 1: Service: Definitions and Attributes; Chapter 2: Service and Moments of Truth; Chapter 3: Service Management, Service Systems, and Service Excellence; Chapter 4: People and Service: Customers; Chapter 5: People, Technology, and Usability: An Ergonomic Perspective; Chapter 6: Leading Organizations and Employees toward Service Excellence; Chapter 7: Leading Organizations as if People Matter: Humanist Approaches; Chapter 8: Service in and by Public Sector Organizations
- Chapter 9: Public Sector Culture and Values: Delivering Public Service ExcellenceChapter 10: Designing a Service Dream: Excellence from Merging Public and Private Service; Chapter 11: Service and Technology in Retailing: History, Concepts, and Concerns; Chapter 12: The Future of Service Excellence through People and Technology; Back Cover
