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.
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.
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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2021. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.