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Title Details:
MANAGEMENT AND QUALITY OF SERVICES
Authors: Chytiris, Leonidas
Anninos, Loukas
Reviewer: Pantouvakis, Angelos
Subject: LAW AND SOCIAL SCIENCES > ECONOMIC SCIENCES > BUSINESS ADMINISTRATION AND BUSINESS ECONOMICS; MARKETING; ACCOUNTING > BUSINESS ADMINISTRATION
Keywords:
Quality
Services
Management
Service Quality
Human Resources
Service Quality Measurement
Description:
Abstract:
During the last decades, a substantial growth of services is recorded at a global level. This fact necessitates a modern business mentality for the design and the provision of services. The book presents the management functions and further on it focuses on the service concept and the significance of service quality. In addition, crucial factors for the design and provision of services are described and discussed while the role and the need for cooperation among customer and service provider are highlighted for customer satisfaction and loyalty. Modern systems and techniques for measuring and improving service quality as well as the process for the development of new services are also presented and discussed. The book aims to make readers become aware of the peculiar characteristics of service companies, able to apply modern management practices, know how they can design and provide quality services, understand how to measure and improve service quality by using scientifically documented methodologies and design new innovative services.
Linguistic Editors: Psatha, Eleni
Technical Editors: Liomas, Ioannis
Type: Undergraduate textbook
Creation Date: 2015
Item Details:
ISBN 978-960-603-145-8
License: http://creativecommons.org/licenses/by-nc-nd/3.0/gr
Handle http://hdl.handle.net/11419/4981
Bibliographic Reference: Chytiris, L., & Anninos, L. (2015). MANAGEMENT AND QUALITY OF SERVICES [Undergraduate textbook]. Kallipos, Open Academic Editions. https://hdl.handle.net/11419/4981
Language: Greek
Consists of: 1. Characteristics and quality of services- From satisfaction to customer loyalty
2. Στρατηγική υπηρεσιών
3. Service process design and improvement
4. Διοίκηση ανθρώπινων πόρων και υπηρεσίες
5. The role of culture for the provision of quality services
6. Servicescape, resource utilization and technology in service companies
7. Service quality evaluation and improvement
8. Innovation and new service development
9. Introduction to Management
Publication Origin: Kallipos, Open Academic Editions