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

By: Wirtz, JochenMaterial type: TextTextSeries: Winning in service markets seriesPublisher: New Jersey : World Scientific, [2018]Description: 75 pages : 24 cmISBN: 9781944659424 (pbk.)Subject(s): Customer services | Service industries -- Quality control | Service industries -- ManagementDDC 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 location Call number Status Date due Barcode
Books Institute of Public Enterprise, Library
S Campus 		658.4013 (Browse shelf) 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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