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New service paradigms : AMA SERVSIG Conference 2003 /
Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of t...
| Cote: | Libro Electrónico |
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| Autres auteurs: | , |
| Format: | Électronique eBook |
| Langue: | Inglés |
| Publié: |
[Bradford, England] :
Emerald Group Pub.,
2004.
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| Collection: | Managing service quality ;
v. 14, no. 2/3, 2004. |
| Sujets: | |
| Accès en ligne: | Texto completo |
| Résumé: | Some organisations are becoming more concerned with delighting their customers than simply satisfying them. Yet despite an extensive literature on service quality and satisfaction little has been written about service excellence and how organisations can achieve delighted customers. The purpose of this exploratory but empirically based paper is to provide a definition of service excellence to help marketers and managers, where appropriate, design and deliver it. This paper is based on over 400 statements of excellent and poor service gathered from around 150 respondents. After categorising the. |
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| Description matérielle: | 1 online resource (pages 120-260) : illustrations |
| Bibliographie: | Includes bibliographical references. |
| ISBN: | 086176949X 9780861769490 1845444051 9781845444051 1280515457 9781280515453 9786610515455 661051545X |