| Description |
129 pages : illustrations ; 26 cm |
| Contents |
Ch. 1. Developing a Customer Orientation: The Organizational Self-Assessment -- Ch. 2. Developing a Customer Orientation: The Customer-Provider Work Flow -- Ch. 3. Creating an Effective Organization Using Analysis and Measurement Tools in Services -- Ch. 4. Measuring Quality From the Customer's Perspective: How Customers View Service Quality -- Ch. 5. Measuring Quality From the Customer's Perspective: Customer Feedback Tools and Techniques -- Ch. 6. Involving Employees in Customer Service Improvement Efforts --Ch. 7. How Management Practices Affect Service Quality -- Ch. 8. Discovering the Root Causes of Service Quality Gaps |
| Summary |
Their book describes the though processes that led to their customer-based definition of quality and how they apply it. The content bridges the gap between theory and practice with real-life illustrations of major points. Each story also includes discussion questions for teaching and applying the concepts presented |
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Any service organization that's shied away from quality management on the premise that TQM is only for manufacturing environments will find At the Service Quality Frontier a real eye-opener. Not only do the authors demonstrate that TQM is totally to service settings, they show that smaller organizations need not be excluded from the quality movement. Their book is written for a broad audience that might be put off by costly or complex presentations: small business owners, entrepreneurs, trainers, and consultants to small business, as well as educators and their students. As internal consultants for corporate quality at Metropolitan Life Insurance Company, authors LoSardo and Rossi believe the principles of service quality differ considerably from those of manufacturing environments |
| Notes |
Includes index |
| Bibliography |
Bibliography: pages 121-122 |
| Subject |
Customer services.
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Service industries -- Management.
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Service industries -- Quality control.
|
| Author |
Rossi, Norma M.
|
| LC no. |
92033879 |
| ISBN |
0873892097 (acid-free recycled paper) |
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