The first unspoken law of service quality and productivity is to do it right the first time. However, chances are that the customers may not be ...

  The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality ...

  Service leadership is not based on outstanding performance within a single dimension. Rather, it reflects excellence across multiple dimensions. ...

  In services marketing, it is important to understand why customers behave the way they do. How do they make decisions about buying and using a ...

Winning in Service Markets: Success through People, Technology, and Strategy  is the first practitioner book in the market to cover the key aspects ...

Highly capable and motivated people are at the center of service excellence and productivity. Behind today's successful service organizations stands ...

  Creating a viable service requires a business model that allows for the costs of creating and delivering the service, in addition to a margin ...

  All service organizations face choices concerning the types of products to offer and how to deliver them to customers. Designing a service product ...

  Developing an effective service marketing communications strategy starts with a good understanding of the service product and its prospective ...

  Targeting, acquiring, and retaining the 'right' customers is at the core of many successful service firms. The objective is to build the relationships ...