Total Quality Service Hardcover - 2004 - 1st Edition
by D. H. Stamatis
This book explains what total quality is and how one defines it in the service sector. It addresses the differences between product and service, explaining why service quality is distinct and unique.
First line
It has been said that quality is in the eyes of the beholder.
From the rear cover
Total Quality Service: Principles, Practices, and Implementation rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands - most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.
Details
- Title Total Quality Service
- Author D. H. Stamatis
- Binding Hardcover
- Edition number 1st
- Edition 1
- Pages 332
- Volumes 1
- Language ENG
- Publisher Routledge
- Date 2004-07-20
- Features Bibliography
- ISBN 9781884015830 / 1884015832
- Weight 1.39 lbs (0.63 kg)
- Dimensions 9.46 x 6 x 0.98 in (24.03 x 15.24 x 2.49 cm)
- Library of Congress Catalog Number 94046634
- Dewey Decimal Code 658.812
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Total Quality Service : Principles, Practices, and Implementation
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