Designing service excellence : people and technology /
Hunt, Brian.
Designing service excellence : people and technology / Brian Hunt, Toni Ivergård. - xvii, 176 pages ; 24 cm
Includes bibliographical references and index.
Service: definitions and attributes -- Service and moments of truth -- Service management, service systems and service excellence -- People and service : customers -- People, technology and usability: an ergonomic perspective -- Leading organizations and employees towards service excellence -- Leading organizations as if people matter : humanist approaches -- Service in and by public sector organizations -- Public sector culture and values : delivering public service excellence -- Service and technology in retailing : history, concepts and concerns -- Service and technology in retailing : history, concepts and concerns -- The future of service excellence through people and technology.
9781439840467
2014023195
CUSTOMER SERVICES
CUSTOMER SERVICES--TECHNOLOGICAL INNOVATIONS
HF 5415.5 / H86D 2015
Designing service excellence : people and technology / Brian Hunt, Toni Ivergård. - xvii, 176 pages ; 24 cm
Includes bibliographical references and index.
Service: definitions and attributes -- Service and moments of truth -- Service management, service systems and service excellence -- People and service : customers -- People, technology and usability: an ergonomic perspective -- Leading organizations and employees towards service excellence -- Leading organizations as if people matter : humanist approaches -- Service in and by public sector organizations -- Public sector culture and values : delivering public service excellence -- Service and technology in retailing : history, concepts and concerns -- Service and technology in retailing : history, concepts and concerns -- The future of service excellence through people and technology.
9781439840467
2014023195
CUSTOMER SERVICES
CUSTOMER SERVICES--TECHNOLOGICAL INNOVATIONS
HF 5415.5 / H86D 2015