LEADER 03134nam 2200613Ia 450 001 9910812050703321 005 20200520144314.0 010 $a1-280-54713-8 010 $a9786610547135 010 $a1-84663-029-0 035 $a(CKB)1000000000242851 035 $a(EBL)267395 035 $a(OCoLC)475992326 035 $a(SSID)ssj0000465371 035 $a(PQKBManifestationID)11269449 035 $a(PQKBTitleCode)TC0000465371 035 $a(PQKBWorkID)10427404 035 $a(PQKB)10864639 035 $a(MiAaPQ)EBC267395 035 $a(Au-PeEL)EBL267395 035 $a(CaPaEBR)ebr10132645 035 $a(CaONFJC)MIL54713 035 $a(EXLCZ)991000000000242851 100 $a20000815d2006 uy 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 00$aBenchmarking in services /$fguest editors, Jaideep G. Motwani and Victor E. Sower 205 $a1st ed. 210 $aBradford, England $cEmerald Group Publishing$dc2006 215 $a1 online resource (163 p.) 225 0 $aBenchmarking, an international journal ;$vv.13, no. 3 300 $aDescription based upon print version of record. 311 $a1-84663-028-2 327 $aCover; 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 chain 327 $aUnderstanding 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 companies 330 $aBenchmarking is defined as "an improvement process in which a company measures its performance against that of best-in-class companies, determines how those companies achieved their performance levels, and uses the information to improve its own performance." (Bemowski, 1992, p. 20). Under the best of circumstances, benchmarking can be difficult, time-consuming, and costly. Service benchmarking is made more difficult than benchmarking in manufacturing because it appears that those things which are important to the customer may differ significantly from one service industry to another (Sower, 410 0$aVolume 13, Issue 3 606 $aBenchmarking (Management) 606 $aTotal quality management 615 0$aBenchmarking (Management) 615 0$aTotal quality management. 676 $a658/.562 701 $aMotwani$b Jaideep G$01603854 701 $aSower$b Victor E$0873373 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910812050703321 996 $aBenchmarking in services$93928419 997 $aUNINA