Service quality and productivity management / Jochen Wirtz
By: Wirtz, Jochen.Material type: BookSeries: Winning in service markets series.Publisher: New Jersey ; London : WS Professional : 2018Description: 75 p. : ill. ; 23 cm.ISBN: 9781944659424 .Other title: Winning in Service Markets Series : Vol.12.Subject(s): Customer services | Service industries -- Quality control | Service industries -- ManagementDDC classification: 658.401 3
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Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes.