Innovation and quality improvement in service organizations / / guest editors, Alison M. Dean and Ross L. Chapman

• Pubblicazione: Bradford, England, : Emerald Group Publishing, c2002
• Edizione: 1st ed.
• Descrizione fisica: 1 online resource (104 p.)
• Disciplina: 658.8
• Soggetto topico: Customer services - Management; Customer services - Quality control
• Altri autori: ChapmanR. L (Ross L.) DeanAlison M
• Note generali: Description based upon print version of record.
• Nota di contenuto: Contents; 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
• Sommario/riassunto: This 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.
• Titolo autorizzato: Innovation and quality improvement in service organizations
• ISBN: 1-280-47961-2; 9786610479610; 1-84544-712-3
• Formato: Materiale a stampa
• Livello bibliografico: Monografia
• Lingua di pubblicazione: Inglese
• Record Nr.: 9910814510203321
• Lo trovi qui: Univ. Federico II