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010   $a9786610479610
010   $a1-84544-712-3
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035   $a(OCoLC)61366313
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035   $a(PQKBTitleCode)TC0000465960
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100   $a20000815d2002      uy             0
101 0 $aeng
135   $aur|n|---|||||
181   $ctxt
182   $cc
183   $acr
200 00$aInnovation and quality improvement in service organizations$b[electronic resource] /$fguest editors, Alison M. Dean and Ross L. Chapman
210   $aBradford, England $cEmerald Group Publishing$dc2002
215   $a1 online resource (104 p.)
225 0 $aManaging service quality ;$vv.12, no. 6
300   $aDescription based upon print version of record.
311   $a0-86176-765-9 
327   $aContents; Abstracts & keywords; Editorial; Beyond customer loyalty; Innovation in logistic services and the new business model; Exploring the development of quality in higher education; E-government; An inter-industry comparison of quality management practices and performance; Attitudes of middle managers to quality-based organisational change; Service quality in call centres; Customers' perspectives on service quality and relationship quality in retail encounters; E-services and their role in B2C e-commerce; Note from the publisher; Author and title index
330   $aThis special issue of MSQ presents eightpapers developed from selected high qualitypresentations made at the Sixth InternationalResearch Conference on Quality, Innovationand Knowledge. The Conference waspresented by a consortium of Australianand Malaysian universities and held inKuala Lumpur, Malaysia from 17-20February 2002.
606   $aCustomer services$xManagement
606   $aCustomer services$xQuality control
615  0$aCustomer services$xManagement.
615  0$aCustomer services$xQuality control.
676   $a658.8
701   $aChapman$b R. L$g(Ross L.)$0970880
701   $aDean$b Alison M$01470550
801  0$bMiAaPQ
801  1$bMiAaPQ
801  2$bMiAaPQ
906   $aBOOK
912   $a9910783069003321
996   $aInnovation and quality improvement in service organizations$93682508
997   $aUNINA