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Service quality : crossing boundaries

Author: Steve Tax
Publisher: Bradford, England : Emerald Group Pub., ©2003.
Series: Managing service quality, v. 13, no. 2.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Summary:
Annotation

The papers presented in this e-book are from the 8th Quality Services Conference (QUIS 8) held at the University of Victoria. They reflect the world wide research in service management, with contributions from the UK, Mexico, Sweden, Germany and Finland. They are cross-disciplinary covering a broad array of management fields including marketing, human resources, operations and strategy.

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Details

Genre/Form: Electronic books
Additional Physical Format: Print version:
Tax, Steve.
Service Quality : Crossing Boundaries.
Bradford : Emerald Group Publishing Limited, ©2003
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Steve Tax
ISBN: 1845445600 9781845445607
OCLC Number: 133160396
Description: 1 online resource (151 pages).
Contents: Abstracts & keywords; Guest editorial; Emotional intelligence; Communicating a quality position in service delivery; To fade or not to fade?; Calculating the value of customers' referrals; Understanding the service profit chain in Latin America; Quality in the work environment; Creating strategies for managing evolving customer service.
Series Title: Managing service quality, v. 13, no. 2.
Responsibility: guest editor, Steve Tax.

Abstract:

Annotation

The papers presented in this e-book are from the 8th Quality Services Conference (QUIS 8) held at the University of Victoria. They reflect the world wide research in service management, with contributions from the UK, Mexico, Sweden, Germany and Finland. They are cross-disciplinary covering a broad array of management fields including marketing, human resources, operations and strategy.

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