MARC record from Internet Archive

LEADER: 07405cam 2200601 a 4500
001 ocm28422483
003 OCoLC
005 20200807021411.0
008 930622s1993 nyua bf 001 0 eng
010 $a 93026614
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015 $aGB9557366$2bnb
019 $a60272201
020 $a0814401198
020 $a9780814401194
035 $a(OCoLC)28422483$z(OCoLC)60272201
050 00 $aHF5415.5$b.S467 1993
060 4 $aHF 5415.5 S491 1993
082 00 $a658.8/12$220
245 04 $aThe Service quality handbook /$cedited by Eberhard E. Scheuing and William F. Christopher ; with contributions from 57 international experts.
260 $aNew York :$bAmacom,$c©1993.
300 $aix, 550 pages :$billustrations ;$c26 cm
336 $atext$btxt$2rdacontent
337 $aunmediated$bn$2rdamedia
338 $avolume$bnc$2rdacarrier
504 $aIncludes bibliographical references and index.
505 0 $aService quality vs. manufacturing quality : five myths exploded / A. Blanton Godfrey and Edward G. Kammerer -- Quality comes to service / Christian Grönroos -- 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.
505 0 $aA 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.
505 0 $aBenchmarking 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.
520 1 $a"Service quality has emerged center stage as a global force. The Service Quality Handbook provides both a panoramic overview of the state of the art in service quality and an invaluable compendium of information on this critical topic." "The list of contributors to this cutting-edge reference reads like a Who's Who in Service Quality - all movers and shakers in the business, academic, and government communities in the United States, Canada, Europe, and Japan. These leading experts provide global and multidisciplinary perspectives that will inspire and inform everyone who is working to achieve and sustain competitive advantage and superior organizational performance in a turbulent world." "Topics covered range from the evolution of service quality and the growing impact of the Baldrige Award to process management and quality in government services. At the heart of The Handbook are time-tested concepts, strategies, methods, and tools that translate into guidelines and action ideas for creating the quality vision, developing service quality systems, enhancing the role of employees in service quality, understanding and managing customers, and measuring and reinforcing service quality." "The 41 chapters of The Handbook add up to the most in-depth, up-to-the-minute information available on service quality today. Whether you're an executive, manager, or consultant in a service or manufacturing company, this visionary yet practical guide will help you teach service quality concepts and strategies; build quality awareness and commitment among employees at all levels; introduce benchmarking practices and processes; make effective use of self-managed teams; improve quality through strategic alliances; and reinforce service quality through service guarantees, recognition, and rewards." "This unique collection has no competition. Use The Service Quality Handbook as your road map to enhanced customer satisfaction and greater profitability."--Jacket.
650 0 $aCustomer services$xQuality control$vHandbooks, manuals, etc.
650 0 $aTotal quality management$vHandbooks, manuals, etc.
650 2 $aConsumer Behavior.
650 2 $aTotal Quality Management.
650 7 $aCustomer services$xQuality control.$2fast$0(OCoLC)fst00885559
650 7 $aTotal quality management.$2fast$0(OCoLC)fst01153015
650 7 $aQualité$xContrôle.$2ram
650 7 $aRelations avec la clientèle.$2ram
650 7 $aCustomer service$xHandbooks, manuals, etc.$2sears
655 7 $aHandbooks and manuals.$2fast$0(OCoLC)fst01423877
655 7 $aHandbooks, manuals, etc.$2lcgft
700 1 $aScheuing, Eberhard E.$q(Eberhard Eugen),$d1939-
700 1 $aChristopher, William F.
710 2 $aAmerican Management Association.
938 $aBaker & Taylor$bBKTY$c75.00$d75.00$i0814401198$n0002332027$sactive
938 $aBrodart$bBROD$n45880824$c$75.00
938 $aBaker and Taylor$bBTCP$n93026614 //r95
938 $aYBP Library Services$bYANK$n731735
029 1 $aAU@$b000010287536
029 1 $aNZ1$b4187839
029 1 $aZWZ$b036029955
994 $aZ0$bP4A
948 $hHELD BY P4A - 417 OTHER HOLDINGS