The service quality handbook: with contributions from 57 international experts
Gespeichert in:
| Format: | Buch |
|---|---|
| Sprache: | English |
| Veröffentlicht: |
New York, NY u.a.
AMACOM
1993
|
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | IX, 550 S. Ill., graph. Darst. |
Internformat
MARC
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| 245 | 1 | 0 | |a The service quality handbook |b with contributions from 57 international experts |c ed. by Eberhard E. Scheuing ... |
| 264 | 1 | |a New York, NY u.a. |b AMACOM |c 1993 | |
| 300 | |a IX, 550 S. |b Ill., graph. Darst. | ||
| 336 | |b txt |2 rdacontent | ||
| 337 | |b n |2 rdamedia | ||
| 338 | |b nc |2 rdacarrier | ||
| 650 | 4 | |a Qualité de service - Guides, manuels, etc | |
| 650 | 4 | |a Qualité totale - Guides, manuels, etc | |
| 650 | 4 | |a Service à la clientèle - Qualité - Contrôle - Guides, manuels, etc | |
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Datensatz im Suchindex
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|---|---|
| adam_text | Contents
Preface vii
PARTI
The Evolution of the Service Quality Movement 1
1. Service Quality vs. Manufacturing Quality: Five Myths
Exploded—A. Blanton Godfrey and Edward G, Kammerer 3
2. Quality Comes to Service—Christian Gronroos 17
3. The Baldrige Award and Service Quality—Curt W. Reimann 25
4. The Impact of the Baldrige Award—W. Kent Sterett and Dale
C. Durkee 39
PART II
Creating the Quality Vision 53
5. Service Quality as Strategy—Paul Kahn 55
6. Service Quality Principles—D. Otis Wolkins 69
7. Service Within: Middle Managers as Service Leaders—Karl
Albrecht 77
8. Working Hard and Working Smart With Organized Labor—
Paul A. Allaire 88
9. Quality Improvement Through Strategic Alliances—David D.
Auld and Betty A. Conway 95
PART III
Creating the Service Quality Framework 109
10. Creating a Service Quality Culture—Kathryn Troy and
Lawrence Schein
iii
iv Contents
11. Creating Service Climates for Service Quality—Benjamin
Schneider and Beth Chung 124
12. Introducing Change Into a Large Organization: A Partial
Success—Stephen G. Leahey 134
13. Service Mapping: Gaining a Concrete Perspective on Service
System Design—jane Kingman Brundage 148 «
14. Creating a World Class Service Quality Management
System—William Hensler and Kateri Brunell 164
PART IV
Deploying Service Quality 175
15. A Dynamic Process Model of Service Quality Assessment—
William Boulding and Richard Staelin 177
16. Leaders Listen!—Stew Leonard, Jr. 195
17. Putting the Service Profit Chain to Work—Leonard A.
Schlesinger and Roger H. Hallowell 205
18. Implementing Quality for Performance Improvement—
Edward }. Kane 219 .
PARTV
The Role of Employees in Service Quality 231
19. Selecting and Developing the Right People to Sustain a
Competitive Advantage—Antonio T. Rivera 233
20. Motivating Employees Through TLC—Roger J. Dow 248
21. Empowering Employees—M. Ven Venkatesan 259
22. Leveraging Employee Suggestions—Michael T. Fraga 267
PART VI
Implementing Service Quality 277
23. Building Power Into Quality Education—Nancy /. Burzon 279
24. Achieving Personal Quality—Norma M. Rossi 294
25. Partnership Teams—Robert S. Rider 302
26. Staff Training Delivers Quality Service at Tokyo s Imperial
Hotel—M. Ignatius Cronin III 312
Contents v
PART VII
Delivering Service Quality 329
27. The Role of Service Design in Achieving Quality—Bo
Edvardsson 331
28. Fail Safing Services—Richard B. Chase and Douglas M. Stewart 347
29. Managing the Evidence of Service—Mary Jo Bitner 358
30. Purchasing and Service Quality—Douglas P. Brusa and
Eberhard E. Scheuing 371
PART VIII
Measuring Service Quality 379
31. Benchmarking Practices and Processes—Robert C. Camp and
John E. Kelsch 381
32. Measuring Customer Satisfaction—Lawrence A. Crosby 389*
33. Using the Critical Incident Technique in Measuring and
Managing Service Quality—Bernd Stauss 408
34. Performance Measurement—Alfred C. Sylvain 428
PART IX
Reinforcing Service Quality 445
35. Sunburst Farms: Leaders Through Alignment in Flower
Distribution—Paula Anderson Findley, Abraham Gutman, and
Abe Wynperle 447
36. Customer Service and Service Quality—George L. Mueller and
Don E. Bedwell 458
37. The Art of Service Recovery: Fixing Broken Customers—And
Keeping Them on Your Side—Ron Zemke 463
38. Using Service Guarantees—Christopher W. L. Hart 477
39. Recognition, Gratitude, and Celebration—Patrick L. Townsend
and Joan E. Gebhardt 488
PARTX
Managing Quality in Government Services 497
40. TQM: An Integrative Methodology for Doing More With
Less in Public Service—B. Terence Harwick and Marty Russell 499
w Contents
41. Quality in Public Services: The IRS Quality Journey—Joel
Parfitt 514
Index 529
About the Editors 537
About the Contributors 539
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| spelling | The service quality handbook with contributions from 57 international experts ed. by Eberhard E. Scheuing ... New York, NY u.a. AMACOM 1993 IX, 550 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier Qualité de service - Guides, manuels, etc Qualité totale - Guides, manuels, etc Service à la clientèle - Qualité - Contrôle - Guides, manuels, etc Qualität (DE-588)4047966-3 gnd rswk-swf Dienstleistung (DE-588)4012178-1 gnd rswk-swf (DE-588)4143413-4 Aufsatzsammlung gnd-content Dienstleistung (DE-588)4012178-1 s Qualität (DE-588)4047966-3 s DE-604 Scheuing, Eberhard Eugen Sonstige oth HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=006288105&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | The service quality handbook with contributions from 57 international experts Qualité de service - Guides, manuels, etc Qualité totale - Guides, manuels, etc Service à la clientèle - Qualité - Contrôle - Guides, manuels, etc Qualität (DE-588)4047966-3 gnd Dienstleistung (DE-588)4012178-1 gnd |
| subject_GND | (DE-588)4047966-3 (DE-588)4012178-1 (DE-588)4143413-4 |
| title | The service quality handbook with contributions from 57 international experts |
| title_auth | The service quality handbook with contributions from 57 international experts |
| title_exact_search | The service quality handbook with contributions from 57 international experts |
| title_full | The service quality handbook with contributions from 57 international experts ed. by Eberhard E. Scheuing ... |
| title_fullStr | The service quality handbook with contributions from 57 international experts ed. by Eberhard E. Scheuing ... |
| title_full_unstemmed | The service quality handbook with contributions from 57 international experts ed. by Eberhard E. Scheuing ... |
| title_short | The service quality handbook |
| title_sort | the service quality handbook with contributions from 57 international experts |
| title_sub | with contributions from 57 international experts |
| topic | Qualité de service - Guides, manuels, etc Qualité totale - Guides, manuels, etc Service à la clientèle - Qualité - Contrôle - Guides, manuels, etc Qualität (DE-588)4047966-3 gnd Dienstleistung (DE-588)4012178-1 gnd |
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