Measuring Service Performance - Practical Research for Better Quality (Hardcover, New Ed)

In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.

General

Imprint:	Routledge
Country of origin:	United Kingdom
Release date:	March 2014
First published:	2014
Authors:	Ralf Lisch
Dimensions:	246 x 174 x 19mm (L x W x T)
Format:	Hardcover
Pages:	214
Edition:	New Ed
ISBN-13:	978-1-4724-1191-4
Categories:	Books > Reference & Interdisciplinary > Communication studies > Research methods Books > Business & Economics > Economics > General Books > Social sciences > Sociology, social studies > Social institutions > General Books > Social sciences > Sociology, social studies > Social issues > General Books > Business & Economics > Business & management > Management & management techniques > Organizational theory & behaviour Books > Business & Economics > Business & management > Management & management techniques > Quality Assurance (QA) & Total Quality Management (TQM) Books > Business & Economics > Business & management > Management of specific areas > Personnel & human resources management Books > Business & Economics > Business & management > Management of specific areas > Production & quality control management Books > Business & Economics > Business & management > Sales & marketing > General Promotions
LSN:	1-4724-1191-9
Barcode:	9781472411914

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