Service Quality and Productivity Management

Service Quality and Productivity Management
Author :
Publisher : Ws Professional
Total Pages : 80
Release :
ISBN-10 : 1944659420
ISBN-13 : 9781944659424
Rating : 4/5 (20 Downloads)

Book Synopsis Service Quality and Productivity Management by : Jochen Wirtz

Download or read book Service Quality and Productivity Management written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 80 pages. Available in PDF, EPUB and Kindle. Book excerpt: Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes


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