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catalog contributor b10932074.
catalog contributor b10932075.
catalog contributor b10932076.
catalog created "c1993.".
catalog date "1993".
catalog date "c1993.".
catalog dateCopyrighted "c1993.".
catalog description "A dynamic process model of service quality assessment / William Boulding and Richard Staelin -- Leaders listen! / Stew Leonard, Jr. -- Putting the service profit chain to work / Leonard A. Schleslinger and Roger H. Hallowell -- Implementing quality for performance improvement / Edward J. Kane -- Selecting and developing the right people to sustain a competitive advantage / Antonio T. Rivera -- Motivating employees through TLC / Roger J. Dow -- Empowering employees / M. Ven Venkatesan -- Leveraging employee suggestions / Michael T. Fraga -- Building power into quality education / Nancy J. Burzon -- Achieving personal quality / Norma M. Rossi -- Partnership teams / Robert S. Rider -- Staff training delivers quality service at Tokoyo's Imperial Hotel / M. Ignatius Cronin III -- The role of service design in achieving quality / Bo Edvardsson -- Fail-safing services / Richard B. Chase and Douglas M. Stewart -- Managing the evidence of service / Mary Jo Bitner -- Purchasing and service quality / Douglas P. Brusa and Eberhard E. Scheuing --".
catalog description "Benchmarking practices and processes / Robert C. Camp and John E. Kelsch -- Measuring customer satisfaction / Lawrence A. Crosby -- Using the critical incident technique in measuring and managing service quality / Bernd Stauss -- Performance measurement / Alfred C. Sylvain -- Sunburst Farms : leaders through alignment in flower distribution / Paula Anderson-Findley, Abraham Gutman, and Abe Wynperle -- Customer service and service quality / George L. Mueller and Don E. Bedwell -- The art of service recovery : fixing broken customers-- and keeping them on your side / Ron Zemke -- Using service guarantees / Christopher W.L. Hart -- Recognition, gratitude, and celebration / Patrick L. Townsend and Joan E. Gebhardt -- TQM : an integrative methodology for doing "more with less" in public service / B. Terence Harwick and Marty Russell -- Quality in public services : the IRS quality journey / Joel Parfitt.".
catalog description "Includes bibliographical references and index.".
catalog description "Service quality vs. manufacturing quality : five myths exploded / A. Blanton Godfrey and Edward G. Kammerer -- Quality comes to service / Christian Grönroos -- The Baldridge Award and service quality / Curt W. Reimann -- The impact of the Baldridge Award / W. Kent Sterett and Dale C. Durkee -- Service quality as strategy / Paul Kahn -- Service quality principles / D. Otis Wolkins -- Service within : middle managers as service leaders / Karl Albrecht -- Working hard and working smart with organized labor / Paul A. Allaire -- Quality improvement through strategic alliances / David D. Auld and Betty A. Conway -- Creating a service quality culture / Kathryn Troy and Lawrence Schein -- Creating service climates for service quality / Benjamin Schneider and Beth Chung -- Introducing change into a large organization : a partial success / Stephen G. Leahey -- Service mapping : gaining a concrete perspective on service system design / Jane Kingman-Brundage -- Creating a world-class service quality management system / William Hensler and Kateri Brunell --".
catalog extent "ix, 550 p. :".
catalog identifier "0814401198".
catalog issued "1993".
catalog issued "c1993.".
catalog language "eng".
catalog publisher "New York : Amacom,".
catalog subject "658.8/12 20".
catalog subject "Consumer Satisfaction.".
catalog subject "Customer services Quality control Handbooks, manuals, etc.".
catalog subject "HF 5415.5 S491 1993".
catalog subject "HF5415.5 .S467 1993".
catalog subject "Total Quality Management.".
catalog subject "Total quality management Handbooks, manuals, etc.".
catalog tableOfContents "A dynamic process model of service quality assessment / William Boulding and Richard Staelin -- Leaders listen! / Stew Leonard, Jr. -- Putting the service profit chain to work / Leonard A. Schleslinger and Roger H. Hallowell -- Implementing quality for performance improvement / Edward J. Kane -- Selecting and developing the right people to sustain a competitive advantage / Antonio T. Rivera -- Motivating employees through TLC / Roger J. Dow -- Empowering employees / M. Ven Venkatesan -- Leveraging employee suggestions / Michael T. Fraga -- Building power into quality education / Nancy J. Burzon -- Achieving personal quality / Norma M. Rossi -- Partnership teams / Robert S. Rider -- Staff training delivers quality service at Tokoyo's Imperial Hotel / M. Ignatius Cronin III -- The role of service design in achieving quality / Bo Edvardsson -- Fail-safing services / Richard B. Chase and Douglas M. Stewart -- Managing the evidence of service / Mary Jo Bitner -- Purchasing and service quality / Douglas P. Brusa and Eberhard E. Scheuing --".
catalog tableOfContents "Benchmarking practices and processes / Robert C. Camp and John E. Kelsch -- Measuring customer satisfaction / Lawrence A. Crosby -- Using the critical incident technique in measuring and managing service quality / Bernd Stauss -- Performance measurement / Alfred C. Sylvain -- Sunburst Farms : leaders through alignment in flower distribution / Paula Anderson-Findley, Abraham Gutman, and Abe Wynperle -- Customer service and service quality / George L. Mueller and Don E. Bedwell -- The art of service recovery : fixing broken customers-- and keeping them on your side / Ron Zemke -- Using service guarantees / Christopher W.L. Hart -- Recognition, gratitude, and celebration / Patrick L. Townsend and Joan E. Gebhardt -- TQM : an integrative methodology for doing "more with less" in public service / B. Terence Harwick and Marty Russell -- Quality in public services : the IRS quality journey / Joel Parfitt.".
catalog tableOfContents "Service quality vs. manufacturing quality : five myths exploded / A. Blanton Godfrey and Edward G. Kammerer -- Quality comes to service / Christian Grönroos -- The Baldridge Award and service quality / Curt W. Reimann -- The impact of the Baldridge Award / W. Kent Sterett and Dale C. Durkee -- Service quality as strategy / Paul Kahn -- Service quality principles / D. Otis Wolkins -- Service within : middle managers as service leaders / Karl Albrecht -- Working hard and working smart with organized labor / Paul A. Allaire -- Quality improvement through strategic alliances / David D. Auld and Betty A. Conway -- Creating a service quality culture / Kathryn Troy and Lawrence Schein -- Creating service climates for service quality / Benjamin Schneider and Beth Chung -- Introducing change into a large organization : a partial success / Stephen G. Leahey -- Service mapping : gaining a concrete perspective on service system design / Jane Kingman-Brundage -- Creating a world-class service quality management system / William Hensler and Kateri Brunell --".
catalog title "The Service quality handbook / edited by Eberhard E. Scheuing and William F. Christopher ; with contributions from 57 international experts.".
catalog type "Handbooks, manuals, etc. fast".
catalog type "text".