Designing service excellence : people and technology
(eBook)
Author
Contributors
Ivergård, Toni, author.
Published
Boca Raton, Florida : CRC Press, 2015.
Format
eBook
ISBN
1439840474, 9781439840474
Physical Desc
1 online resource (168 pages) : illustrations
Status
Description
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More Details
Language
English
UPC
10.1201/b17678
Notes
Bibliography
Includes bibliographical references.
Description
The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers' experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technol.
Language
English.
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Citations
APA Citation, 7th Edition (style guide)
Hunt, B., & Ivergård, T. (2015). Designing service excellence: people and technology . CRC Press.
Chicago / Turabian - Author Date Citation, 17th Edition (style guide)Hunt, Brian and Toni, Ivergård. 2015. Designing Service Excellence: People and Technology. CRC Press.
Chicago / Turabian - Humanities (Notes and Bibliography) Citation, 17th Edition (style guide)Hunt, Brian and Toni, Ivergård. Designing Service Excellence: People and Technology CRC Press, 2015.
MLA Citation, 9th Edition (style guide)Hunt, Brian,, and Toni Ivergård. Designing Service Excellence: People and Technology CRC Press, 2015.
Note! Citations contain only title, author, edition, publisher, and year published. Citations should be used as a guideline and should be double checked for accuracy. Citation formats are based on standards as of August 2021.
Staff View
Grouped Work ID
2575d1c6-81cd-7a5a-4f34-31562af9509e-eng
Grouping Information
| Grouped Work ID | 2575d1c6-81cd-7a5a-4f34-31562af9509e-eng |
|---|---|
| Full title | designing service excellence people and technology |
| Author | hunt brian |
| Grouping Category | book |
| Last Update | 2024-09-06 16:31:08PM |
| Last Indexed | 2024-09-28 02:51:03AM |
Book Cover Information
| Image Source | syndetics |
|---|---|
| First Loaded | Sep 3, 2024 |
| Last Used | Sep 3, 2024 |
Marc Record
| First Detected | Jul 29, 2024 04:01:12 PM |
|---|---|
| Last File Modification Time | Sep 06, 2024 04:35:27 PM |
MARC Record
| LEADER | 03428cam a2200493 i 4500 | ||
|---|---|---|---|
| 001 | ocn896840222 | ||
| 003 | OCoLC | ||
| 005 | 20240830103855.0 | ||
| 006 | m o d | ||
| 007 | cr cn||||||||| | ||
| 008 | 141030t20152015flua ob 000 0 eng d | ||
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| 049 | |a FMGA | ||
| 050 | 4 | |a HF5415.5|b .H867 2015eb | |
| 082 | 0 | 4 | |a 658.8/12|2 23 |
| 100 | 1 | |a Hunt, Brian,|e author. | |
| 245 | 1 | 0 | |a Designing service excellence :|b people and technology /|c Brian Hunt and Toni Ivergard. |
| 264 | 1 | |a Boca Raton, Florida :|b CRC Press,|c 2015. | |
| 264 | 4 | |c ©20 | |
| 264 | 4 | |c ©2015 | |
| 300 | |a 1 online resource (168 pages) :|b illustrations | ||
| 336 | |a text|b txt|2 rdacontent | ||
| 337 | |a computer|b c|2 rdamedia | ||
| 338 | |a online resource|b cr|2 rdacarrier | ||
| 347 | |a text file | ||
| 504 | |a Includes bibliographical references. | ||
| 505 | 0 | |a 1. Service: definitions and attributes -- 2. Service and moments of truth -- 3. Service management, service systems and service excellence -- 4. People and service : customers -- 5. People, technology and usability: an ergonomic perspective -- 6. Leading organizations and employees towards service excellence -- 7. Leading organizations as if people matter : humanist approaches -- 8. Service in and by public sector organizations -- 9. Public sector culture and values : delivering public service excellence -- 10. Service and technology in retailing : history, concepts and concerns -- 11. Service and technology in retailing : history, concepts and concerns -- 12. The future of service excellence through people and technology. | |
| 520 | |a The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers' experience and judgment on service quality, which ultimately determines the success or failure of the service. They then consider people, usability, and technol. | ||
| 546 | |a English. | ||
| 588 | 0 | |a Print version record. | |
| 650 | 0 | |a Customer services.|0 http://id.loc.gov/authorities/subjects/sh85034965 | |
| 650 | 0 | |a Customer services|x Technological innovations. | |
| 700 | 1 | |a Ivergård, Toni,|e author.|0 http://id.loc.gov/authorities/names/n86825245 | |
| 758 | |i has work:|a Designing service excellence (Text)|1 https://id.oclc.org/worldcat/entity/E39PCFtkYfVvMjvWDg4cqMxTDy|4 https://id.oclc.org/worldcat/ontology/hasWork | ||
| 776 | 0 | 8 | |i Print version:|a Hunt, Brian.|t Designing service excellence : people and technology.|d Boca Raton, Florida : CRC Press, ©2015|h xviii, 168 pages|z 9781439840467 |
| 856 | 4 | 0 | |u https://www.aclib.us/OReilly |
| 936 | |a BATCHLOAD | ||