عنوان
پدید آورنده
موضوع
رده
HD9980.5 S64 2002eb
HD9980
.
5
S64
2002eb
کتابخانه
محل استقرار
INTERNATIONAL STANDARD BOOK NUMBER
(Number (ISBN
1845447115
(Number (ISBN
9781845447113
Erroneous ISBN
0861766911
NATIONAL BIBLIOGRAPHY NUMBER
Number
b701958
TITLE AND STATEMENT OF RESPONSIBILITY
Title Proper
Special issue on service excellence /
General Material Designation
[Book]
First Statement of Responsibility
guest editors Barbara Lewis and Ton van der Wiele.
.PUBLICATION, DISTRIBUTION, ETC
Place of Publication, Distribution, etc.
[Bradford, West Yorkshire] :
Name of Publisher, Distributor, etc.
Emerald,
Date of Publication, Distribution, etc.
2002.
PHYSICAL DESCRIPTION
Specific Material Designation and Extent of Item
1 online resource.
SERIES
Series Title
Managing service quality,
Volume Designation
v. 12, no. 3
ISSN of Series
0960-4529 ;
GENERAL NOTES
Text of Note
Title from e-book title screen (viewed Aug. 26, 2005).
INTERNAL BIBLIOGRAPHIES/INDEXES NOTE
Text of Note
Includes bibliographical references.
CONTENTS NOTE
Text of Note
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
SUMMARY OR ABSTRACT
Text of Note
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.
TOPICAL NAME USED AS SUBJECT
Customer services-- Quality control.
Service industries-- Quality control.
BUSINESS & ECONOMICS-- Distribution.
BUSINESS & ECONOMICS-- Marketing-- General.
Customer services-- Quality control.
Service industries-- Quality control.
(SUBJECT CATEGORY (Provisional
BUS-- 043000
BUS-- 078000
DEWEY DECIMAL CLASSIFICATION
Number
658
.
8
Edition
22
LIBRARY OF CONGRESS CLASSIFICATION
Class number
HD9980
.
5
Book number
S64
2002eb
PERSONAL NAME - ALTERNATIVE RESPONSIBILITY
Lewis, Barbara.
Wiele, Anthony van der.
ORIGINATING SOURCE
Date of Transaction
20201207173530.0
Cataloguing Rules (Descriptive Conventions))
pn
ELECTRONIC LOCATION AND ACCESS
Electronic name
مطالعه متن کتاب [Book]
Y
