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Empowering Service Excellence: Beyond the Quick Fix (Cassell services management) - Softcover

Lashley, Conrad

 
9780304331697: Empowering Service Excellence: Beyond the Quick Fix (Cassell services management)
Softcover
ISBN 10: 0304331694 ISBN 13: 9780304331697
Verlag: Cengage Learning EMEA, 1997

Inhaltsangabe

Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems. The book shows the key issues involved in improving quality in the service sector, covering topics such as customer stisfaction, standardization of service and "scripted" intercations, definitions of quality, satisfaction and value, motives for employee ompowerment and implications for management.

Die Inhaltsangabe kann sich auf eine andere Ausgabe dieses Titels beziehen.

Verlag
Cengage Learning EMEA
Erscheinungsdatum
1997
Sprache
Englisch
ISBN 10 
0304331694
ISBN 13 
9780304331697
Einband
Taschenbuch
Anzahl der Seiten
216
Herausgeber
McCurry Ruth
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Verantwortliche Person
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