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Genre/Form: Handbooks, manuals, etc
Document Type: Book
All Authors / Contributors: Eberhard E Scheuing; William F Christopher; American Management Association.
ISBN: 0814401198 9780814401194
OCLC Number: 28422483
Description: ix, 550 p. : ill. ; 26 cm.
Contents: 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 --
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 --
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.
Responsibility: edited by Eberhard E. Scheuing and William F. Christopher ; with contributions from 57 international experts.

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