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
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.