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Service Quality and Management (Paperback, 1999 ed.)
Loot Price: R1,461
Discovery Miles 14 610
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Service Quality and Management (Paperback, 1999 ed.)
Series: Fokus Dienstleistungsmarketing
Expected to ship within 10 - 15 working days
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Introduction Are services millennium-proof? Certainly not. At least
not at this moment. There is no thorough research needed to derive
that conclusion, simply ask around. The evi- dence is overwhelming.
True horror stories exist of all types of services in all types of
sectors. It is even becoming a business in itself. Television shows
that are based on customer complaints about services are becoming
more and more popular. As is the case in the millennium problem,
management of service companies experiences a lot of problems in
the hardware and the software of services. There are still prob-
lems in defining and developing the service, and problems in
creating, realizing and managing weil defined services. Is there
than no progress at all? We believe there iso The enormous
attention for services has its advantages as weil. In various
places innovations are realized, and what is more important are
linked to theory. Only in this way learning becomes pos- sible.
Eventually innovative practice will reflect in the development of
theory, and in turn good practice will be based on solid theory.
This series tries to support this pro- cess by presenting a number
of innovative practices, and examples of testing theory in service
quality marketing and management.
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