The SAGE Encyclopedia of Quality and the Service Economy
eBook - ePub

The SAGE Encyclopedia of Quality and the Service Economy

  1. 1,008 pages
  2. English
  3. ePUB (mobile friendly)
  4. Available on iOS & Android
eBook - ePub

The SAGE Encyclopedia of Quality and the Service Economy

About this book

Society, globally, has entered into what might be called the "service economy." Services now constitute the largest share of GDP in most countries and provide the major source of employment in both developed and developing countries. Services permeate all aspects of peoples' lives and are becoming inseparable from most aspects of economic activity. "Quality management" has been a dominating managerial practice since World War II. With quality management initially associated with manufacturing industries, one might assume the relevance of quality management might decrease with the emergence of the service economy. To the contrary, the emergence of the service economy strengthened the importance of quality issues, which no longer are associated only with manufacturing industries but are increasingly applied in all service sectors, as well. Today, we talk not only about product or service quality but have even expanded the framework of quality to quality of life and quality of environment. Thus, quality and services have emerged in parallel as closely interrelated fields. The Encyclopedia of Quality and the Service Economy explores such relevant questions as:  What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.

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Yes, you can access The SAGE Encyclopedia of Quality and the Service Economy by Su Mi Dahlgaard-Park in PDF and/or ePUB format, as well as other popular books in Commerce & Commerce Général. We have over one million books available in our catalogue for you to explore.

Information

Publisher
SAGE Publications, Inc
Year
2015
Print ISBN
9781452256726
eBook ISBN
9781506315058
Edition
1
Topic
Commerce
Subtopic
Commerce Général

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Table of contents

  1. Cover
  2. Half Title
  3. Publisher Note
  4. Title Page
  5. Copyright Page
  6. Contents
  7. Publisher Note
  8. Reader’s Guide
  9. About the Editor
  10. Contributors
  11. Introduction
  12. A
  13. Accreditation of Conformity Assessment Activities
  14. Action Research
  15. Actor-Network Theory
  16. Advertising
  17. Affinity Diagram
  18. Attractive Quality and Service Creation
  19. B
  20. Balanced Scorecard
  21. Benchmarking
  22. Blog
  23. Brand Equity
  24. Brand Management
  25. Brand Value
  26. Branding Destination
  27. Business Ethics
  28. Business-to-Business Relationships
  29. Business-to-Customer Relationships
  30. C
  31. Capacity Management
  32. Cause and Effect Analysis
  33. Community of Learning
  34. Competence Development and Management
  35. Complaint Management
  36. Conflict Management
  37. Conjoint Analysis
  38. Consumer Needs
  39. Consumerism, Green
  40. Consumption Emotions
  41. Control Chart
  42. Cooperativism
  43. Corporate Governance
  44. Corporate Social Responsibility
  45. Cost Leadership Strategy
  46. Crisis Communication
  47. Critical Incident Technique
  48. Critical Management Studies
  49. Cross-Functional Management
  50. Cultural Tourism
  51. Customer Expectations
  52. Customer Focus
  53. Customer Perception and Experience
  54. Customer Relationship Lifecycle
  55. Customer Relationship Management
  56. Customer Satisfaction Management in the Public Sector
  57. Customer Satisfaction, Retention, and Loyalty
  58. D
  59. Define, Measure, Analyze, Improve, and Control (DMAIC) Process
  60. Delphi Method
  61. Deming Prize
  62. Deming’s 14 Points
  63. Destination Marketing
  64. Dialogue Methods, Dialogic Gathering, and Dialogic Learning
  65. Diversity Management
  66. Dubai Model for Government Services
  67. E
  68. E-Business Models
  69. Educational Leadership
  70. EFQM Excellence Model
  71. Electronic Word of Mouth
  72. Emotional Dissonance
  73. Emotional Engineering and Design
  74. Emotional Intelligence
  75. Emotional Labor
  76. Emotional Resonance
  77. Employee Involvement
  78. Empowerment
  79. Entrepreneurship
  80. E-Service Quality
  81. Excellence Characteristics
  82. Experience Economy
  83. Experiencescape
  84. Experiential Learning Models
  85. Experiments, Design of
  86. Extreme Tourism
  87. F
  88. Fashion Industry
  89. Film Tourism and Literature Tourism
  90. Fishbone Diagram
  91. Flowcharts
  92. Focus Group
  93. Food Service Quality and Safety Management
  94. G
  95. Gap Model
  96. Global Mobility
  97. Globalization
  98. Glocalization
  99. Google
  100. Green Growth
  101. Group and Organizational Processes
  102. H
  103. Health Care Service and Quality
  104. Hoshin Planning
  105. Hospitality Service and Quality
  106. Human Resource Management and Quality Management
  107. Human Resources in the Hospitality Industry
  108. I
  109. Information Technologies and Management
  110. Innovation, Systems of
  111. Innovation in Networks
  112. Innovation Management
  113. Intangibility, Heterogeneity, Inseparability, and Perishability (IHIP)
  114. Intellectual Capital
  115. Intercultural Management
  116. ISO 9000 Series
  117. J
  118. Job Design and Job Characteristics Theory
  119. Just-in-Time
  120. K
  121. Kaizen
  122. Kansei Engineering
  123. KJ Method
  124. Knowledge Economy
  125. Knowledge Management
  126. L
  127. Leadership
  128. Leadership for Quality
  129. Lean Philosophy and Methods
  130. Lean Six Sigma Concepts and Methods
  131. Lifestyle Entrepreneurship and Commercial Home
  132. M
  133. Malcolm Baldrige National Quality Award
  134. Management and Leadership
  135. Management System Standards
  136. Managerial Competencies and Skills
  137. Marketing, Interactive
  138. Marketing Communication
  139. Marketing Strategy
  140. Mass Customization
  141. McDonaldization
  142. M-Commerce
  143. Mindfulness
  144. Moment of Truth
  145. Motivation, Intrinsic and Extrinsic
  146. Mystery Shopping
  147. N
  148. Narrative for Service Research and Management
  149. Networks, Business
  150. New Public Management
  151. Nongovernmental Organization (NGO)
  152. O
  153. Online Community
  154. Online Consumer Behavior
  155. Organizational Communication
  156. Organizational Culture
  157. Organizational Hologram
  158. Organizational Image and Identity
  159. Organizational Psychology
  160. Organizational Reputation
  161. Outsourcing
  162. P
  163. Pareto Analysis
  164. Personal Branding
  165. Personal Leadership
  166. Place Marketing
  167. Plan, Do, Check, Act (PDCA) Cycle
  168. Poka-Yoke
  169. Policy Deployment
  170. Process Management
  171. Product Development
  172. Professional Service Organization
  173. Prosumer and Prosumption
  174. Public Administration and Management
  175. Public Organization
  176. Public Relations
  177. Public Service
  178. Q
  179. Quality, Definitions
  180. Quality and Service Awards, China
  181. Quality and Service Awards, Korea
  182. Quality and Service Awards, Poland
  183. Quality and Service Awards, Russia
  184. Quality and Service Awards, Sweden
  185. Quality and Service Awards, Taiwan
  186. Quality and Service Awards, United Kingdom
  187. Quality and Service Excellence Awards in the Public Sector
  188. Quality Assurance
  189. Quality Circles and Autonomous Teams
  190. Quality Cost
  191. Quality Culture
  192. Quality Function Deployment (QFD)
  193. Quality Improvement and Innovation
  194. Quality in Higher Education
  195. Quality in Primary and Secondary Education
  196. Quality Indicators
  197. Quality Management System
  198. Quality Management System, Auditing
  199. Quality Movement, Evolution of
  200. Quality of Life
  201. Quality of Working Life
  202. Quality Tools
  203. Quality Trilogy
  204. R
  205. Relationship Management
  206. Repeat Purchase
  207. Retail Organizations and Management
  208. Revenue Management
  209. Risk Management
  210. Robust Design
  211. S
  212. Scatter Diagram
  213. Self-Assessment
  214. Self-Service Technology
  215. Service Blueprint
  216. Service Delivery System and Service Providers
  217. Service Design and Development
  218. Service Economy
  219. Service Encounters
  220. Service Experience
  221. Service Guarantees
  222. Service Improvement and Innovation
  223. Service Leadership
  224. Service Management
  225. Service Package
  226. Service Process
  227. Service Productivity
  228. Service Quality, Definition
  229. Service Recovery
  230. Service Science
  231. Service Systems
  232. Services, Characteristics and Definitions
  233. Services Marketing Triangle
  234. Servicification
  235. Serviscape
  236. Servitization
  237. SERVQUAL (Service Quality)
  238. Shopping Behavior
  239. Six Sigma, Framework and Methodology
  240. Statistical Process Control
  241. Strategic Alliances
  242. Strategic Change Management
  243. Strategic Communication
  244. Strategic Human Resource Development
  245. Strategic Quality Management
  246. Supply Chain Quality Management
  247. Sustainable Development
  248. System of Profound Knowledge
  249. T
  250. Teamwork: High-Impact Teams
  251. Technology Acceptance Model (TAM)
  252. TKJ Technique
  253. Total Quality Management (TQM)
  254. Toyota Production System
  255. Training, Education, and Development of Staff
  256. Transformational Leadership
  257. TRIZ for Quality and Service Development
  258. V
  259. Value Chain
  260. Value Co-Creation
  261. Value Creation
  262. Value-Based Management and Value-Based Leadership
  263. Value-in-Use
  264. Values-Driven Organizations
  265. Voice of the Customer (VoC)
  266. W
  267. Wikipedia
  268. Word of Mouth
  269. Workers’ Participation
  270. Z
  271. Zero Defects
  272. References
  273. Index