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The Service quality handbook / edited by Eberhard E. Scheuing and William F. Christopher ; with contributions from 57 international experts.

Contributor(s): Scheuing, Eberhard E. (Eberhard Eugen), 1939- | Christopher, William F | American Management Association.
Material type: TextTextPublisher: New York : Amacom, c1993Bibliography: Includes bibliographical references and index.Description: ix, 550 p. : ill. ; 26 cm.ISBN: 0814401198.Subject(s): Customer services -- Quality control -- Handbooks, manuals, etc | Total quality management -- Handbooks, manuals, etc | Consumer satisfactionDDC classification: 658.8/12
Contents:
Service quality vs. manufacturing quality : five myths exploded / A. Blanton Godfrey and Edward G. Kammerer -- Quality comes to service / Christian Grn̲roos -- The Baldridge Award and service quality / Curt W. Reimann -- The impact of the Baldridge Award / W. Kent Sterett and Dale C. Durkee -- Service quality as strategy / Paul Kahn -- Service quality principles / D. Otis Wolkins -- Service within : middle managers as service leaders / Karl Albrecht -- Working hard and working smart with organized labor / Paul A. Allaire -- Quality improvement through strategic alliances / David D. Auld and Betty A. Conway -- Creating a service quality culture / Kathryn Troy and Lawrence Schein -- Creating service climates for service quality / Benjamin Schneider and Beth Chung --Introducing change into a large organization : a partial success / Stephen G. Leahey -- Service mapping : gaining a concrete perspective on service system design / Jane Kingman-Brundage -- Creating a world-class service quality management system / William Hensler and Kateri Brunell --
A dynamic process model of service quality assessment / William Boulding and Richard Staelin -- Leaders listen! / Stew Leonard, Jr. --Putting the service profit chain to work / Leonard A. Schleslinger and Roger H. Hallowell -- Implementing quality for performance improvement / Edward J. Kane -- Selecting and developing the right people to sustain a competitive advantage / Antonio T. Rivera -- Motivating employees through TLC / Roger J. Dow -- Empowering employees / M. Ven Venkatesan --Leveraging employee suggestions / Michael T. Fraga -- Building power into quality education / Nancy J. Burzon -- Achieving personal quality / Norma M. Rossi -- Partnership teams / Robert S. Rider -- Staff training delivers quality service at Tokoyo's Imperial Hotel / M. Ignatius Cronin III -- The role of service design in achieving quality / Bo Edvardsson -- Fail-safing services / Richard B. Chase and Douglas M. Stewart -- Managing the evidence of service / Mary Jo Bitner -- Purchasing and service quality / Douglas P. Brusa and Eberhard E. Scheuing --
Benchmarking practices and processes / Robert C. Camp and John E. Kelsch -- Measuring customer satisfaction / Lawrence A. Crosby -- Using the critical incident technique in measuring and managing service quality / Bernd Stauss -- Performance measurement / Alfred C. Sylvain -- Sunburst Farms : leaders through alignment in flower distribution / Paula Anderson-Findley, Abraham Gutman, and Abe Wynperle -- Customer service and service quality / George L. Mueller and Don E. Bedwell -- The art of service recovery : fixing broken customers-- and keeping them on your side / Ron Zemke -- Using service guarantees / Christopher W.L. Hart --Recognition, gratitude, and celebration / Patrick L. Townsend and Joan E. Gebhardt -- TQM : an integrative methodology for doing "more with less" in public service / B. Terence Harwick and Marty Russell -- Quality in public services : the IRS quality journey / Joel Parfitt.
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Item type Current library Collection Call number Status Date due Barcode
REF No Checkout Davenport Library Reference Print - Reference 658.8 Se69 (Browse shelf(Opens below)) Not For Loan 34284001313709

Includes bibliographical references and index.

Service quality vs. manufacturing quality : five myths exploded / A. Blanton Godfrey and Edward G. Kammerer -- Quality comes to service / Christian Grn̲roos -- The Baldridge Award and service quality / Curt W. Reimann -- The impact of the Baldridge Award / W. Kent Sterett and Dale C. Durkee -- Service quality as strategy / Paul Kahn -- Service quality principles / D. Otis Wolkins -- Service within : middle managers as service leaders / Karl Albrecht -- Working hard and working smart with organized labor / Paul A. Allaire -- Quality improvement through strategic alliances / David D. Auld and Betty A. Conway -- Creating a service quality culture / Kathryn Troy and Lawrence Schein -- Creating service climates for service quality / Benjamin Schneider and Beth Chung --Introducing change into a large organization : a partial success / Stephen G. Leahey -- Service mapping : gaining a concrete perspective on service system design / Jane Kingman-Brundage -- Creating a world-class service quality management system / William Hensler and Kateri Brunell --

A dynamic process model of service quality assessment / William Boulding and Richard Staelin -- Leaders listen! / Stew Leonard, Jr. --Putting the service profit chain to work / Leonard A. Schleslinger and Roger H. Hallowell -- Implementing quality for performance improvement / Edward J. Kane -- Selecting and developing the right people to sustain a competitive advantage / Antonio T. Rivera -- Motivating employees through TLC / Roger J. Dow -- Empowering employees / M. Ven Venkatesan --Leveraging employee suggestions / Michael T. Fraga -- Building power into quality education / Nancy J. Burzon -- Achieving personal quality / Norma M. Rossi -- Partnership teams / Robert S. Rider -- Staff training delivers quality service at Tokoyo's Imperial Hotel / M. Ignatius Cronin III -- The role of service design in achieving quality / Bo Edvardsson -- Fail-safing services / Richard B. Chase and Douglas M. Stewart -- Managing the evidence of service / Mary Jo Bitner -- Purchasing and service quality / Douglas P. Brusa and Eberhard E. Scheuing --

Benchmarking practices and processes / Robert C. Camp and John E. Kelsch -- Measuring customer satisfaction / Lawrence A. Crosby -- Using the critical incident technique in measuring and managing service quality / Bernd Stauss -- Performance measurement / Alfred C. Sylvain -- Sunburst Farms : leaders through alignment in flower distribution / Paula Anderson-Findley, Abraham Gutman, and Abe Wynperle -- Customer service and service quality / George L. Mueller and Don E. Bedwell -- The art of service recovery : fixing broken customers-- and keeping them on your side / Ron Zemke -- Using service guarantees / Christopher W.L. Hart --Recognition, gratitude, and celebration / Patrick L. Townsend and Joan E. Gebhardt -- TQM : an integrative methodology for doing "more with less" in public service / B. Terence Harwick and Marty Russell -- Quality in public services : the IRS quality journey / Joel Parfitt.

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