The Service Quality Handbook

摘要: Bringing the standards of quality to service companies is a goal that many talk about, but few know how achieve. This state-of-the-art guide multi-contributor work on quality. Presenting advice, guidelines, fresh ideas and tested models from an international cast experts, this book resource reference for anyone involved in achieving competitive advantage superior performance their organization. The handbook's 41 chapters address such crucial topics as: creating vision; designing effective systems; reinforcing rewarding quality-awareness employees; delivering (and measuring) consistent