Quality of Service: Making It Really Work (Quality in Action)
Author(s)
Edvardsson, Bo
Thomasson, Bertil
Ovretveit, John
Edvardsson, Bo
Thomasson, Bertil
Ovretveit, John
1. Quality And Total Service Quality Management -- 2. Quality: The Driving Force For Productivity And Profitability -- 3. Organizing And Managing Quality Improvement -- 4. The Analysis Of Quality: Definitions, Concepts And Models -- 5. Customer Orientation And Customer Care -- 6. Competence For Service Quality -- 7. Quality Measurement -- 8. Service Design For Innovation And Quality -- 9. Leading Quality Improvement In Services. Bo Edvardsson, Bertil Thomasson, And John Øvretveit. Includes Bibliographical References (p. 266-288) And Index.
Keywords
Customer services--Management, Total quality management, Service industries--Quality control, Service industries--Management, Customer services, HF5415.5 .E26 1994, 658.8/12
Customer services--Management, Total quality management, Service industries--Quality control, Service industries--Management, Customer services, HF5415.5 .E26 1994, 658.8/12
| Name in long format: | Quality of Service: Making It Really Work (Quality in Action) |
|---|---|
| ISBN-10: | 0077079493 |
| ISBN-13: | 9780077079499 |
| Book pages: | 293 |
| Book language: | en |
| Binding: | Hardcover |
| Publisher: | McGraw-Hill |
| Dimensions: | Height: 9.5 Inches, Length: 6.5 Inches, Weight: 1.212542441 Pounds, Width: 1 Inches |
