The Service quality handbook

Bringing the standards of quality to service companies is a goal that many talk about, but few know how to achieve. This state-of-the-art guide is multi-contributor work on service quality. Presenting advice, guidelines, fresh ideas and tested models from an international cast of experts, this book is a resource and reference for anyone involved in achieving competitive advantage and superior performance in their organization. The handbook's 41 chapters address such crucial topics as: creating a service quality vision; designing effective service quality systems; reinforcing and rewarding quality-awareness in employees; delivering (and measuring) consistent service quality.