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Service quality and productivity management / Jochen Wirtz, NUS Business School, Singapore.

By: Material type: TextTextSeries: Winning in service markets seriesPublication details: New Jersey : World Scientific, [2018]Description: 75 pages : 24 cmISBN:
  • 9781944659424 (pbk.)
Subject(s): DDC classification:
  • 658.4013
Contents:
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.
List(s) this item appears in: New Arrivals - February 1st to 28th 2023
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Item type Current library Call number Status Date due Barcode
Books Institute of Public Enterprise, Library S Campus 658.4013 (Browse shelf(Opens below)) Available 46962

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.

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