| Description |
1 online resource (168 pages) : illustrations |
|
text file |
| Bibliography |
Includes bibliographical references. |
| Contents |
1. Service: definitions and attributes -- 2. Service and moments of truth -- 3. Service management, service systems and service excellence -- 4. People and service : customers -- 5. People, technology and usability: an ergonomic perspective -- 6. Leading organizations and employees towards service excellence -- 7. Leading organizations as if people matter : humanist approaches -- 8. Service in and by public sector organizations -- 9. Public sector culture and values : delivering public service excellence -- 10. Service and technology in retailing : history, concepts and concerns -- 11. Service and technology in retailing : history, concepts and concerns -- 12. The future of service excellence through people and technology. |
| Summary |
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers' experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technol. |
| Language |
English. |
| Subject |
Customer services.
|
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Customer services -- Technological innovations.
|
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Service à la clientèle. |
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Service à la clientèle -- Innovations. |
|
Customer services |
|
Customer services -- Technological innovations |
| Added Author |
Ivergård, Toni, author.
|
| Other Form: |
Print version: Hunt, Brian. Designing service excellence : people and technology. Boca Raton, Florida : CRC Press, ©2015 xviii, 168 pages 9781439840467 |
| ISBN |
9781439840474 (e-book) |
|
1439840474 (e-book) |
| Standard No. |
10.1201/b17678 doi |
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