Improving Service Quality in the Global Economy : Achieving High Performance in Public and Private Sectors, Second Edition

A gap exists between understanding customer service quality improvement (QI) theories and successfully applying them within a service organization. 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 public and private sector service organizations. Highlighted inserts complement the major points in each chapter, and the text includes profiles of globally recognized service quality leaders. The book focuses on helping readers develop and select strategies for quality improvement in regulated non-market-driven services such as education, government, and healthcare.