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Title Service quality : crossing boundaries / guest editor, Steve Tax
Published Bradford, England : Emerald Group Pub., [2003]
Online access available from:
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Description 1 online resource (151 pages)
Series Managing service quality, 0960-4529 ; v. 13, no. 2
Managing service quality ; v. 13, no. 2
Contents Abstracts & keywords; Guest editorial; Emotional intelligence; Communicating a quality position in service delivery; To fade or not to fade?; Calculating the value of customers' referrals; Understanding the service profit chain in Latin America; Quality in the work environment; Creating strategies for managing evolving customer service
Summary Annotation The papers presented in this e-book are from the 8th Quality Services Conference (QUIS 8) held at the University of Victoria. They reflect the world wide research in service management, with contributions from the UK, Mexico, Sweden, Germany and Finland. They are cross-disciplinary covering a broad array of management fields including marketing, human resources, operations and strategy
Bibliography Includes bibliographical references
Notes Print version record
Subject Quality control.
Service industries -- Management.
Form Electronic book
Author Tax, Steve
ISBN 1845445600 (electronic bk.)
9781845445607 (electronic bk.)