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- 194 pages
- English
- ePUB (mobile friendly)
- Available on iOS & Android
eBook - ePub
Book details
Table of contents
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About This Book
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
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Yes, you can access Designing Service Excellence by Brian Hunt,Toni Ivergard in PDF and/or ePUB format, as well as other popular books in Business & Management. We have over one million books available in our catalogue for you to explore.
Table of contents
- Cover
- Half-Title Page
- Title Page
- Copyright Page
- Dedication
- Table of Contents
- Preface
- About the Authors
- 1 Service: Definitions and Attributes
- 2 Service and Moments of Truth
- 3 Service Management, Service Systems, and Service Excellence
- 4 People and Service: Customers
- 5 People, Technology, and Usability: An Ergonomic Perspective
- 6 Leading Organizations and Employees toward Service Excellence
- 7 Leading Organizations as if People Matter: Humanist Approaches
- 8 Service in and by Public Sector Organizations
- 9 Public Sector Culture and Values: Delivering Public Service Excellence
- 10 Designing a Service Dream: Excellence from Merging Public and Private Service
- 11 Service and Technology in Retailing: History, Concepts, and Concerns
- 12 The Future of Service Excellence through People and Technology