Empowering Service Excellence: Beyond the Quick Fix (Cassell services management) Book + PRICE WATCH * Amazon pricing is not included in price watch

Empowering Service Excellence: Beyond the Quick Fix (Cassell services management) Book

Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems. The book shows the key issues involved in improving quality in the service sector, covering topics such as customer stisfaction, standardization of service and "scripted" intercations, definitions of quality, satisfaction and value, motives for employee ompowerment and implications for management.Read More

from£17.99 | RRP: £17.99
* Excludes Voucher Code Discount Also available Used from £7.23
  • 0304331694
  • 9780304331697
  • Conrad Lashley
  • 23 October 1997
  • Thomson Learning
  • Paperback (Book)
  • 224
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