Improving Service Quality in the Global Economy
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A01=Harvey W. Blanch
A01=Michael Milakovich
Author_Harvey W. Blanch
Author_Michael Milakovich
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Baldrige Awards
Baldrige National Quality Program
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Chronic Waste
continuous improvement strategies
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Customer Service Quality Improvement
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Global Service Quality
global service quality case studies
human resources empowerment
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Improving Service Quality
knowledge management integration
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Pay For Performance
Performance Management Strategies
Poor Quality Practices
PPBS
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Public Administration
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Product details
- ISBN 9780849338199
- Weight: 748g
- Dimensions: 156 x 234mm
- Publication Date: 03 Aug 2005
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Hardback
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Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare.
This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP.
Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.
Michael Milakovich, Harvey W. Blanch
