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Innovation and quality improvement in service organizations [[electronic resource] /] / guest editors, Alison M. Dean and Ross L. Chapman
| Innovation and quality improvement in service organizations [[electronic resource] /] / guest editors, Alison M. Dean and Ross L. Chapman |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2002 |
| Descrizione fisica | 1 online resource (104 p.) |
| Disciplina | 658.8 |
| Altri autori (Persone) |
ChapmanR. L (Ross L.)
DeanAlison M |
| Collana | Managing service quality |
| Soggetto topico |
Customer services - Management
Customer services - Quality control |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-47961-2
9786610479610 1-84544-712-3 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910449908003321 |
| Bradford, England, : Emerald Group Publishing, c2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Innovation and quality improvement in service organizations [[electronic resource] /] / guest editors, Alison M. Dean and Ross L. Chapman
| Innovation and quality improvement in service organizations [[electronic resource] /] / guest editors, Alison M. Dean and Ross L. Chapman |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2002 |
| Descrizione fisica | 1 online resource (104 p.) |
| Disciplina | 658.8 |
| Altri autori (Persone) |
ChapmanR. L (Ross L.)
DeanAlison M |
| Collana | Managing service quality |
| Soggetto topico |
Customer services - Management
Customer services - Quality control |
| ISBN |
1-280-47961-2
9786610479610 1-84544-712-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910783069003321 |
| Bradford, England, : Emerald Group Publishing, c2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Innovation and quality improvement in service organizations / / guest editors, Alison M. Dean and Ross L. Chapman
| Innovation and quality improvement in service organizations / / guest editors, Alison M. Dean and Ross L. Chapman |
| Edizione | [1st ed.] |
| Pubbl/distr/stampa | Bradford, England, : Emerald Group Publishing, c2002 |
| Descrizione fisica | 1 online resource (104 p.) |
| Disciplina | 658.8 |
| Altri autori (Persone) |
ChapmanR. L (Ross L.)
DeanAlison M |
| Collana | Managing service quality |
| Soggetto topico |
Customer services - Management
Customer services - Quality control |
| ISBN |
1-280-47961-2
9786610479610 1-84544-712-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| 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 |
| Record Nr. | UNINA-9910814510203321 |
| Bradford, England, : Emerald Group Publishing, c2002 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Journal of customer service in marketing & management
| Journal of customer service in marketing & management |
| Pubbl/distr/stampa | Binghamton, N.Y. : , : Haworth Press, , [1995-1999] |
| Descrizione fisica | 5 volumes |
| Disciplina |
658.812
658.8/12/05 |
| Soggetto topico |
Customer services - Quality control
Marketing - Management |
| Soggetto genere / forma | Periodicals. |
| Soggetto non controllato | Marketing & Sales |
| ISSN | 2374-8044 |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Altri titoli varianti |
Customer service in marketing and management
Customer service in marketing & management JCSMM |
| Record Nr. | UNISA-996200662603316 |
| Binghamton, N.Y. : , : Haworth Press, , [1995-1999] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
Journal of customer service in marketing & management
| Journal of customer service in marketing & management |
| Pubbl/distr/stampa | Binghamton, N.Y. : , : Haworth Press, , [1995-1999] |
| Descrizione fisica | 5 volumes |
| Disciplina |
658.812
658.8/12/05 |
| Soggetto topico |
Customer services - Quality control
Marketing - Management |
| Soggetto genere / forma | Periodicals. |
| Soggetto non controllato | Marketing & Sales |
| ISSN | 2374-8044 |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Altri titoli varianti |
Customer service in marketing and management
Customer service in marketing & management JCSMM |
| Record Nr. | UNINA-9910726480803321 |
| Binghamton, N.Y. : , : Haworth Press, , [1995-1999] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Journal of relationship marketing
| Journal of relationship marketing |
| Pubbl/distr/stampa | Binghamton, N.Y., : Haworth Press, ©2002- |
| Disciplina | 658 |
| Soggetto topico |
Relationship marketing
Marketing - Management Customer services - Quality control |
| Soggetto genere / forma | Periodicals. |
| ISSN | 1533-2675 |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | JRM |
| Record Nr. | UNISA-996198101203316 |
| Binghamton, N.Y., : Haworth Press, ©2002- | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
Journal of relationship marketing
| Journal of relationship marketing |
| Pubbl/distr/stampa | Binghamton, N.Y., : Haworth Press, ©2002- |
| Disciplina | 658 |
| Soggetto topico |
Relationship marketing
Marketing - Management Customer services - Quality control |
| Soggetto genere / forma | Periodicals. |
| ISSN | 1533-2675 |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Altri titoli varianti | JRM |
| Record Nr. | UNINA-9910262948103321 |
| Binghamton, N.Y., : Haworth Press, ©2002- | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Managing service quality
| Managing service quality |
| Pubbl/distr/stampa | [Bedford] : , : [IFS Publications], , [1990-2014] |
| Descrizione fisica | 1 online resource |
| Disciplina | 658.812 |
| Soggetto topico |
Customer services - Management
Customer services - Quality control Service industries - Management Service industries - Quality control Publications périodiques Gestion de la qualité Gestion Secteur tertiaire |
| Soggetto genere / forma | Periodicals. |
| Soggetto non controllato | Marketing & Sales |
| ISSN | 1758-8030 |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996398441603316 |
| [Bedford] : , : [IFS Publications], , [1990-2014] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
Managing service quality
| Managing service quality |
| Pubbl/distr/stampa | [Bedford] : , : [IFS Publications], , [1990-2014] |
| Descrizione fisica | 1 online resource |
| Disciplina | 658.812 |
| Soggetto topico |
Customer services - Management
Customer services - Quality control Service industries - Management Service industries - Quality control Publications périodiques Gestion de la qualité Gestion Secteur tertiaire |
| Soggetto genere / forma | Periodicals. |
| Soggetto non controllato | Marketing & Sales |
| ISSN | 1758-8030 |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910869200603321 |
| [Bedford] : , : [IFS Publications], , [1990-2014] | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Measuring customer service effectiveness / / Sarah Cook
| Measuring customer service effectiveness / / Sarah Cook |
| Autore | Cook Sarah <1955-, > |
| Pubbl/distr/stampa | London : , : Routledge, , 2016 |
| Descrizione fisica | 1 online resource (162 pages) : illustrations |
| Disciplina | 658.8/12 |
| Soggetto topico |
Customer services - Quality control
Customer services - Evaluation Customer services - Management |
| ISBN |
1-315-24942-1
1-351-91900-8 1-351-91901-6 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. The business case for measurement -- 2. Preparating to measure customer service -- 3. Qualitative customer service measurement methods -- 4. Quantitative research methods -- 5. Measuring internal service quality -- 6. Benchmarking -- 7. Analysing and communicating the results -- 8. Acting on results. |
| Record Nr. | UNINA-9910792997703321 |
Cook Sarah <1955-, >
|
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| London : , : Routledge, , 2016 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
