Service Quality and Productivity Management
Download or Read eBook Service Quality and Productivity Management PDF written by Jochen Wirtz and published by Ws Professional. This book was released on 2017 with total page 80 pages. Available in PDF, EPUB and Kindle.
| Author | : Jochen Wirtz |
| Publisher | : Ws Professional |
| Total Pages | : 80 |
| Release | : 2017 |
| ISBN-10 | : 1944659420 |
| ISBN-13 | : 9781944659424 |
| Rating | : 4/5 (20 Downloads) |
Book Synopsis Service Quality and Productivity Management by : Jochen Wirtz
Book excerpt: Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality problems -- Measuring service quality -- Soft and hard service quality measures -- Learning from customer feedback -- Hard measures of service quality -- Tools to analyze and address service quality problems -- Return on quality -- Defining and measuring productivity -- Improving service productivity -- Conclusion -- Summary -- Endnotes
