Designing service excellence : people and technology / Brian Hunt, Toni Ivergård.
Material type:
TextPublisher: Boca Raton : CRC Press, Taylor & Francis Group, 2015Description: xvii, 176 pages ; 24 cmISBN: - 9781439840467
- HF 5415.5 H86D 2015
| Item type | Current library | Collection | Shelving location | Call number | Status | Barcode | |
|---|---|---|---|---|---|---|---|
General Book
|
SPU Library, Bangkok (Main Campus) | General Books (ENGLISH) | Floor 6: General Shelves (ENGLISH): H, J | HF 5415.5 H86D 2015 (Browse shelf(Opens below)) | Available | F067319 |
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.
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