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Improving Service Quality in the Global Economy - Achieving High Performance in Public and Private Sectors, Second Edition (Hardcover, 2nd edition)
Loot Price: R3,726
Discovery Miles 37 260
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Improving Service Quality in the Global Economy - Achieving High Performance in Public and Private Sectors, Second Edition (Hardcover, 2nd edition)
Expected to ship within 12 - 17 working days
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Within American service sector organizations there exists a gap
between understanding customer service quality improvement (QI)
theories and applying them. Improving Service Quality in the Global
Economy: Achieving High Performance in Public and Private Sectors,
Second Edition fills that gap by presenting theory, application
models, and cases of successful customer service QI efforts in both
the public and private sectors. The book emphasizes the selection
and development of strategies for quality improvement in regulated
public non-market-driven services such as education, government,
and healthcare. This revised edition promotes managerial thinking
that integrates QI and Knowledge Management (KM) concepts with
leadership principles that enable effective responses to the
changing demands of the global economy. The text provides
step-by-step guidelines, recommendations, and action plans for
implementing quality improvements in service sector industries,
which now generate two-thirds of America's GDP. Throughout this
volume, cases of successful QI efforts in service industries
complement major points in each chapter, offering profiles of
global service quality leaders that serve as examples to
organizations in the public sector. Current and future managers
will gain insight into how the global service quality revolution
effects their daily work environments, inspiring improvement in
products, services, and support that American companies provide to
markets worldwide.
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