Service Quality and Productivity Management

• Main Author: Wirtz, Jochen (Author)
• Format: Book
• Language: English
• Published: New Jersey World Scientific 2018
• Series: Winning in Service markets Series Vol. 12
• Subjects: Customer services; Service industries > Quality control; Service industries > Management
• Online Access: Click Here to View Status and Holdings.
• Physical Description: 75 pages illustrations 23 cm
• Bibliography: Includes bibliographical references
• ISBN: 9781944659424; 9781944659448

The relationship between productivity and customer satisfaction is complex. Service Quality and Productivity Management describes that the quality and productivity are twin paths in creating value for both customers and organizations. This book describes how to improve service quality and productivity, and discusses how to use key tools (including customer feedback systems) to achieve this. This book is the 12th volume in the Winning in Service Markets Series by services marketing expert Jochen Wirtz. Scientifically grounded, accessible and practical, the Winning in Service Markets Series bridges the gap between cutting-edge academic research and industry practitioners, and features best practices and latest trends on services marketing and management from around the world.