1st Edition
Measuring Service Performance Practical Research for Better Quality
Biography
Dr Ralf Lisch is an independent consultant and writer based in Singapore. He studied sociology and social research at universities in Germany and the United States. The author knows the service industry from multiple perspectives - as academic researcher, director of a leading consumer organization and managing director of service companies. Several of his research projects and comparative tests of service quality were much acclaimed and gained high public attention. As a critical sociologist, his major focus is always on people - because in the service sector, people determine the business and decide on success and failure. Ralf Lisch has published numerous books and articles on management and empirical research topics. His most recent publication was an analysis of Niccolò Machiavelli's �€�The Prince�€� from a management perspective under the title: �€�Ancient Wisdom for Modern Management - Machiavelli at 500�€�, which is also published by Gower Publishing.
’This book is an eye-opener for everybody dealing with quality measurement. It looks at quality studies from an invigoratingly different perspective - focussing on meaning and drawing the fine line between facts and artifacts. Measuring Service Performance has the potential to become a standard work and is a must-read for everybody who deals - as researcher or as manager - with quality studies in the service industry.’ Dr Eberhard Sasse, Chairman of Dr Sasse AG, Munich-Berlin-London, and President of the Chamber of Commerce and Industry for Munich and Upper Bavaria
