Service quality : an Emerald guide.

Format:

Book

Language:

English

Subjects (All):

Customer services.

Quality control.

Physical Description:

94 p.

Edition:

1st ed.

Place of Publication:

Bradford, England : Emerald Group Publishing, c2003.

Language Note:

English

Summary:

At present the corporate spotlight is well and truly fixed on social responsibility, transparent accounting and board governance with the emphasis upon fair treatment for shareholders and employees alike. And upon first glance it would appear that the customer has got lost somewhere along the way - that service quality is no longer a necessity and excellence a thing of the past.

Contents:

Cover

Introduction

Building people and organisational excellence: the Start service excellence program

Modelling and evaluating service quality measurement using neural networks

Service loyalty: The effects of service quality and the mediating role of customer satisfaction

Singapore Airlines: what it takes to sustain service excellence - a senior management perspective

The consumer's reaction to delays in service

The service quality construct on a global stage.

Notes:

Bibliographic Level Mode of Issuance: Monograph

ISBN:

1-280-70650-3

9786610706501

OCLC:

271458999

Publisher Number:

9781846632969