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Author: EUGENE OKYERE-KWAKYE Publisher: Lulu.com ISBN: 130080615X Category : Business & Economics Languages : en Pages : 66
Book Description
The book gives a highlight on the relationship between service quality and organisational performance using a Ghanaian hotel as a case study. It provides a preview on the essense of serving customers to meet or exceed customer's expectations.
Author: EUGENE OKYERE-KWAKYE Publisher: Lulu.com ISBN: 130080615X Category : Business & Economics Languages : en Pages : 66
Book Description
The book gives a highlight on the relationship between service quality and organisational performance using a Ghanaian hotel as a case study. It provides a preview on the essense of serving customers to meet or exceed customer's expectations.
Author: Anthony Ike Chukwuma Publisher: AuthorHouse ISBN: 1728394988 Category : Business & Economics Languages : en Pages : 409
Book Description
Anthony Ike Chukwuma is a service quality and customer service strategist. He is a motivational speaker, trainer and conference speaker whose wealth of experience has a tremendous potential to facilitate the growth and improved performance of organisations. He is married with children.
Author: Roland T. Rust Publisher: SAGE Publications ISBN: 1506332676 Category : Business & Economics Languages : en Pages : 201
Book Description
The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, as well as a broad set of approaches, Service Quality presents the latest research and theory in customer satisfaction and services marketing. Designed to advance the practice of delivering superior service, the field′s leading scholars and practitioners present a wealth of ideas that include measuring the managerial impact of service quality improvement, new methods of assessing the various elements of service quality, and philosophies about the nature of customer value. Presenting diverse points of view and revealing a variety of emerging ideas, the editors conclude with a look toward the future of service quality. An exhilarating--and sometimes demanding--change of pace, Service Quality is essential for professionals, researchers, scholars, and students in marketing studies.
Author: Eberhard Eugen Scheuing Publisher: Amacom Books ISBN: 9780814401194 Category : Business & Economics Languages : en Pages : 550
Book Description
Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic. The list of contributors to this cutting-edge reference reads like a Who's Who in Service Quality - all movers and shakers in the business, academic, and government communities in the United States, Canada, Europe, and Japan. These leading experts provide global and multidisciplinary perspectives that will inspire and inform everyone who is working to achieve and sustain competitive advantage and superior organizational performance in a turbulent world. Topics covered range from the evolution of service quality and the growing impact of the Baldrige Award to process management and quality in government services. At the heart of The Handbook are time-tested concepts, strategies, methods, and tools that translate into guidelines and action ideas for creating the quality vision, developing service quality systems, enhancing the role of employees in service quality, understanding and managing customers, and measuring and reinforcing service quality. The 41 chapters of The Handbook add up to the most in-depth, up-to-the-minute information available on service quality today. Whether you're an executive, manager, or consultant in a service or manufacturing company, this visionary yet practical guide will help you teach service quality concepts and strategies; build quality awareness and commitment among employees at all levels; introduce benchmarking practices and processes; make effective use of self-managed teams; improve quality through strategic alliances; and reinforce service quality through service guarantees, recognition, and rewards. This unique collection has no competition. Use The Service Quality Handbook as your road map to enhanced customer satisfaction and greater profitability.
Author: Jim Clemmer Publisher: Jim Clemmer ISBN: 9780771591662 Category : Business & Economics Languages : en Pages : 422
Book Description
Firing on All Cylinders is based on the experiences of hundreds of public sector and business organizations improving their service/quality to master a rapidly changing world. This book brings together three organizational performance fields that have, until now, been distinct and separate. These are: 1. Customer Service - developing high perceived value and responsiveness 2. Quality Improvement - reducing defects and mistakes while increasing productivity through improved process and system control 3. Organization Development - building leadership skills and sustaining cultural change
Author: EUGENE OKYERE-KWAKYE
Author: EUGENE OKYERE-KWAKYE
Author: Anthony Ike Chukwuma
Author: 
Author: Roland T. Rust
Author: Stephen Walter Brown
Author: 
Author: Eberhard Eugen Scheuing
Author: E. Brian Peach
Author: Peter D. Mauch
Author: Jim Clemmer