- 194 pages
- English
- PDF
- Available on iOS & Android
eBook - PDF
About this book
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
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Yes, you can access Designing Service Excellence by Brian Hunt,Toni Ivergard in PDF and/or ePUB format, as well as other popular books in Business & Management. We have over one million books available in our catalogue for you to explore.
Information
Table of contents
- Front Cover
- Contents
- Preface
- About the Authors
- Chapter 1: Service: Definitions and Attributes
- Chapter 2: Service and Moments of Truth
- Chapter 3: Service Management, Service Systems, and Service Excellence
- Chapter 4: People and Service: Customers
- Chapter 5: People, Technology, and Usability: An Ergonomic Perspective
- Chapter 6: Leading Organizations and Employees toward Service Excellence
- Chapter 7: Leading Organizations as if People Matter: Humanist Approaches
- Chapter 8: Service in and by Public Sector Organizations
- Chapter 9: Public Sector Culture and Values: Delivering Public Service Excellence
- Chapter 10: Designing a Service Dream: Excellence from Merging Public and Private Service
- Chapter 11: Service and Technology in Retailing: History, Concepts, and Concerns
- Chapter 12: The Future of Service Excellence through People and Technology
- Back Cover