| 000 -LEADER |
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| fixed length control field |
02512cam a22003254a 4500 |
| FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
050321s2006 flua b 001 0 eng |
| LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2005043912 |
| INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
0849338190 (alk. paper) |
| INTERNATIONAL STANDARD BOOK NUMBER |
|---|
| International Standard Book Number |
9780849338199 |
| CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
DLC |
| AUTHENTICATION CODE |
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| Authentication code |
pcc |
| LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HD31 |
| Item number |
.M435 2006 |
| DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.5/62 |
| Edition number |
22 |
| DATE AND TIME OF LATEST TRANSACTION |
|---|
| control field |
20170126093324.0 |
| CONTROL NUMBER |
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| control field |
19961 |
| CONTROL NUMBER IDENTIFIER |
|---|
| control field |
UOWD |
| MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Milakovich, Michael E. |
| TITLE STATEMENT |
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| Title |
Improving service quality in the global economy : |
| Remainder of title |
achieving high performance in public and private sectors / |
| Statement of responsibility, etc |
Michael E. Milakovich |
| EDITION STATEMENT |
|---|
| Edition statement |
2nd ed. |
| PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) |
|---|
| Place of publication, distribution, etc |
Boca Raton, FL : |
| Name of publisher, distributor, etc |
Auerbach Publications, |
| Date of publication, distribution, etc |
2006. |
| PHYSICAL DESCRIPTION |
|---|
| Extent |
xix , 406 p. : |
| Other physical details |
ill ; |
| Dimensions |
25 cm. |
| GENERAL NOTE |
|---|
| General note |
Rev. ed. of: Improving service quality. 1995. |
| BIBLIOGRAPHY, ETC. NOTE |
|---|
| Bibliography, etc |
Includes bibliographical references (p. 345-360) and index. |
| STUDY PROGRAM INFORMATION NOTE |
|---|
| Program name |
TBS952 |
| SUMMARY, ETC. |
|---|
| Summary, etc |
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 successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide. |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Industrial management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Service industries |
| General subdivision |
Management |
| SUBJECT ADDED ENTRY--TOPICAL TERM |
|---|
| Topical term or geographic name as entry element |
Quality control |
| ADDED ENTRY ELEMENTS (KOHA) |
|---|
| Koha item type |
REGULAR |