Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Impr
Superior Customer Value is a state-of-the-art guide to designing, implementing and evaluating a customer value strategy in service, technology and information-b
Organizations are struggling to improve customer-focused quality in today's highly competitive domestic and global markets. Better design, implementation, and d
Quality is a discipline that focuses on product and service excellence. This book is about improving the quality of products and services. The improved quality
During the first decade of the 21st century, the world has witnessed a plethora of corporate scandals, global economic crises, and rising environmental concerns