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Building quality service : with competency-based human resource management

Author: Lynn Van der Wagen
Publisher: Chatswood [Australia] ; Newton [Mass.?] : Butterworth-Heinemann, ©1994.
Edition/Format:   Print book : EnglishView all editions and formats
Summary:

The premise underlying this book is that every interaction between a staff member and a customer is unique. The contents of the book include: quality service dimensions; quality service management;  Read more...

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Additional Physical Format: Online version:
Van der Wagen, Lynn.
Building quality service.
Chatswood [Australia] ; Newton [Mass.?] : Butterworth-Heinemann, ©1994
(OCoLC)895116486
Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: Lynn Van der Wagen
ISBN: 0750689102 9780750689106
OCLC Number: 33067289
Description: xiii, 208 pages : illustrations ; 24 cm
Contents: Quality service dimensions --
Quality service management --
Communication in the service interaction --
Human resource planning --
Recruitment --
Selection --
Induction --
Staff training: the procedural dimension --
Staff training: the personal dimension --
Staff training: the problem solving dimension --
Competency based training and career development --
Managing for change: continuous quality improvement --
Discipline and dismissal --
Staff turnover --
Ethics in service.
Responsibility: Lynn van der Wagen.
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