عنوان
پدید آورنده
موضوع
رده
HD9980.5 S64 2002eb
HD9980
.
5
S64
2002eb
کتابخانه
محل استقرار
1845447115
9781845447113
0861766911
b701958
Special issue on service excellence /
[Book]
guest editors Barbara Lewis and Ton van der Wiele.
[Bradford, West Yorkshire] :
Emerald,
2002.
1 online resource.
Managing service quality,
v. 12, no. 3
0960-4529 ;
Title from e-book title screen (viewed Aug. 26, 2005).
Includes bibliographical references.
Abstracts & keywords; Guest editorial; Service excellence in electronic channels; Building people and organisational excellence; Keeping the ''dream'' in mind is indispensable for successful leadership; Human and social implications of excellence models; Service excellence from the employees' point of view; Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave; The dimensions of complaint satisfaction; Empirical evidence for the relationship between customer satisfaction and business performance; Customer satisfaction.
0
It has been argued (Dale et al., 2001) thatquality management has not been very wellimplemented in many service organisations. Every one of us has his or her own experienceswith service failures and it seems that serviceorganisations have various problems anddifficulties in developing a sustainableapproach towards service excellence.
Customer services-- Quality control.
Service industries-- Quality control.
BUSINESS & ECONOMICS-- Distribution.
BUSINESS & ECONOMICS-- Marketing-- General.
Customer services-- Quality control.
Service industries-- Quality control.
BUS-- 043000
BUS-- 078000
658
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8
22
HD9980
.
5
S64
2002eb
Lewis, Barbara.
Wiele, Anthony van der.
20201207173530.0
pn
مطالعه متن کتاب [Book]
Y
