Service Quality And Productivity Management

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

• | Author: Jochen Wirtz
• | Publisher: Ws Professional
• | Publication Date: Dec 06, 2017
• | Number of Pages: 80 pages
• | Language: English
• | Binding: Paperback
• | ISBN-10: 1944659420
• | ISBN-13: 9781944659424