Wirtz, Jochen,
Service quality and productivity management / Jochen Wirtz, NUS Business School, Singapore. - New Jersey : World Scientific, [2018] - 75 pages : 24 cm. - Winning in service markets series .
Includes bibliographical references.
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes.
9781944659424 (pbk.)
Customer services.
Service industries--Quality control.
Service industries--Management.
658.4013
Service quality and productivity management / Jochen Wirtz, NUS Business School, Singapore. - New Jersey : World Scientific, [2018] - 75 pages : 24 cm. - Winning in service markets series .
Includes bibliographical references.
Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes.
9781944659424 (pbk.)
Customer services.
Service industries--Quality control.
Service industries--Management.
658.4013