03134nam 2200613Ia 450 991081205070332120200520144314.01-280-54713-897866105471351-84663-029-0(CKB)1000000000242851(EBL)267395(OCoLC)475992326(SSID)ssj0000465371(PQKBManifestationID)11269449(PQKBTitleCode)TC0000465371(PQKBWorkID)10427404(PQKB)10864639(MiAaPQ)EBC267395(Au-PeEL)EBL267395(CaPaEBR)ebr10132645(CaONFJC)MIL54713(EXLCZ)99100000000024285120000815d2006 uy 0engur|n|---|||||txtccrBenchmarking in services /guest editors, Jaideep G. Motwani and Victor E. Sower1st ed.Bradford, England Emerald Group Publishingc20061 online resource (163 p.)Benchmarking, an international journal ;v.13, no. 3Description based upon print version of record.1-84663-028-2 Cover; CONTENTS; EDITORIAL ADVISORY BOARD; Guest editorial; Identifying and studying "best-performing" services; Profitability in professional sports and benchmarking: the case of NBA franchises; The internal performance measures of bank lending: a value-added approach; Integrating quality function deployment and benchmarking to achieve greater profitability; A framework for information services: benchmarking for countries and companies; Laboratory service evaluation: laboratory product model and the supply chainUnderstanding the challenges of implementing best practices in hospitality and tourism SMEsBenchmarking customer service on the internet: best practices from family businesses; Success factors for achieving high service revenues in manufacturing companiesBenchmarking is defined as "an improvement process in which a company measures its performance against that of best-in-class companies, determines how those companies achieved their performance levels, and uses the information to improve its own performance." (Bemowski, 1992, p. 20). Under the best of circumstances, benchmarking can be difficult, time-consuming, and costly. Service benchmarking is made more difficult than benchmarking in manufacturing because it appears that those things which are important to the customer may differ significantly from one service industry to another (Sower,Volume 13, Issue 3Benchmarking (Management)Total quality managementBenchmarking (Management)Total quality management.658/.562Motwani Jaideep G1603854Sower Victor E873373MiAaPQMiAaPQMiAaPQBOOK9910812050703321Benchmarking in services3928419UNINA