The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
Introduction. People, Service and Ergonomics. The Moment of Truth: Service Systems and Service Delivery. The Ergonomics of Workroom Planning. Working Positions: Design and Layout of Equipment. Ergonomics and the Physical Environment. People and Usability. Service Automation and Usability. Service in Public Management. Service in Transportation. Service in Other Types of Applications. Usability and the Learning Organization. The FutureBibliography. Index.