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Designing Service Excellence - People and Technology (Paperback)
Loot Price: R1,693
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Designing Service Excellence - People and Technology (Paperback)
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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 financial institutions, retail, and
the public sector. The authors investigate the consumers'
experience and judgment on service quality, which ultimately
determines the success or failure of the service. They then
consider people, usability, and technology in the automation of
high-quality service. This research-driven book identifies
service-in a variety of forms-as an area of business and management
where rapid change is taking place. The authors examine how service
has become a balance between people and technology and explore this
relationship as one of the key drivers of change. They discuss how
social, cultural, and technological developments influence the ways
in which customers contact, negotiate, and purchase services from
their chosen service providers. These same developments are also
driving communications between customers relating to the services
they buy and are willing to recommend to others (or otherwise).
Intermingled, these features of our current-day lives have changed
the nature of service provision and service use. When your
organization has its moment of truth, how will it measure up?
Organizations whose business has service at its core and whose
activities focus mainly on service design, management, and delivery
are likely to find increasingly that, for survival, service is a
matter of life or death. This book provides a deep understanding of
the relationship between people and technology along with an
ergonomic approach to the design and management of service delivery
that helps you deliver the value and benefits that customers not
only want, but increasingly come to expect.
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