2 options
Innovation and quality improvement in service organizations / guest editors, Alison M. Dean and Ross L. Chapman.
- Format:
- Book
- Series:
- Managing service quality ; v.12, no. 6
- Language:
- English
- Subjects (All):
- Customer services--Management.
- Customer services.
- Customer services--Quality control.
- Physical Description:
- 1 online resource (104 p.)
- Edition:
- 1st ed.
- Place of Publication:
- Bradford, England : Emerald Group Publishing, c2002.
- Language Note:
- English
- Summary:
- This special issue of MSQ presents eightpapers developed from selected high qualitypresentations made at the Sixth InternationalResearch Conference on Quality, Innovationand Knowledge. The Conference waspresented by a consortium of Australianand Malaysian universities and held inKuala Lumpur, Malaysia from 17-20February 2002.
- Contents:
- Contents; Abstracts & keywords; Editorial; Beyond customer loyalty; Innovation in logistic services and the new business model; Exploring the development of quality in higher education; E-government; An inter-industry comparison of quality management practices and performance; Attitudes of middle managers to quality-based organisational change; Service quality in call centres; Customers' perspectives on service quality and relationship quality in retail encounters; E-services and their role in B2C e-commerce; Note from the publisher; Author and title index
- Notes:
- Description based upon print version of record.
- ISBN:
- 1-280-47961-2
- 9786610479610
- 1-84544-712-3
- OCLC:
- 61366313
The Penn Libraries is committed to describing library materials using current, accurate, and responsible language. If you discover outdated or inaccurate language, please fill out this feedback form to report it and suggest alternative language.