Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition, 2nd Edition (e-Book) book cover

Improving Service Quality in the Global Economy

Achieving High Performance in Public and Private Sectors, Second Edition, 2nd Edition

By Michael Milakovich, Harvey W. Blanch

Auerbach Publications

432 pages

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Hardback: 9780849338199
pub: 2005-08-03
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Description

Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition fills that gap by presenting theory, application models, and cases of su

Table of Contents

Introduction: The need for improved global service quality. Applying total quality service concepts to public and nonprofit organizations. From quality control to continuous improvement. People power: Total quality human resources, participation, training, and empowerment. Monitoring process, costs, quality, and productivity. Rewarding service quality improvement. Managing performance in the public sector. Preserving the future: Improving quality in education. Implementing continuous quality healthcare improvement. Leadership for service quality improvement.

Subject Categories

BISAC Subject Codes/Headings:
BUS053000
BUSINESS & ECONOMICS / Quality Control
BUS079000
BUSINESS & ECONOMICS / Government & Business
POL000000
POLITICAL SCIENCE / General
POL017000
POLITICAL SCIENCE / Public Affairs & Administration
POL028000
POLITICAL SCIENCE / Public Policy / General