Consumer Industries, Industry Profiles - Management, Quality Control, Marketing & Sales
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Overview
This interdisciplinary book contains a variety of theory-based and practice-driven approaches for improving service quality. Among these approaches are: the notion that core service can only lead to customer evaluations ranging from neutral to dissatisfied; practical information on measurement instruments for service quality in railway services, tourism, universities, advertising agencies, and accountants; service processes and immediate campaign results of advertising agencies are the most important drivers for quality perception of business customers throughout the whole business relationship; hands-on instruments for business-to-business market research such as the customer value workshop for identifying the key customer values and a new self-organizing approach to service planning; methods for providing help and support for managers who want to measure service quality in their own organizations.Book Details
Published
June 28, 1997
Publisher
Sage Publications Ltd
Pages
208
Format
Hardcover
ISBN
9781853963629