Franklin

Service Quality.

Author/Creator:
Group, Emerald.
Publication:
Bradford : Emerald Publishing Limited, 2003.
Format/Description:
Book
1 online resource (94 pages)
Status/Location:
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Subjects:
Netball -- Handbooks, manuals, etc.
Ball games -- Handbooks, manuals, etc.
Form/Genre:
Electronic books.
Summary:
At present the corporate spotlight is well and truly fixed on social responsibility, transparent accounting and board governance with the emphasis upon fair treatment for shareholders and employees alike. And upon first glance it would appear that the customer has got lost somewhere along the way - that service quality is no longer a necessity and excellence a thing of the past.
Contents:
Cover
Introduction
Building people and organisational excellence: the Start service excellence program
Modelling and evaluating service quality measurement using neural networks
Service loyalty: The effects of service quality and the mediating role of customer satisfaction
Singapore Airlines: what it takes to sustain service excellence - a senior management perspective
The consumer's reaction to delays in service
The service quality construct on a global stage.
Notes:
Description based on publisher supplied metadata and other sources.
Local notes:
Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.
Other format:
Print version: Group, Emerald Service Quality
ISBN:
9781846632969
OCLC:
271458999