مخطط الموضوع
- عام
- Managing Service Quality
Managing Service Quality
Managing service quality is concerned with understanding what is meant by service quality, what its determinants are and how they may be measured, and identifying the potential shortfalls in service quality and how they can be recovered. Responsibility for quality service lies with operations, marketing, human resources and other management. This chapter presents some comments on the changing business environment, which has implications for service quality. The focus then turn to defining service quality, measurement of service quality and the role of personnel in service delivery. The chapter concerns with the service delivery process, the need to monitor service quality, and the development of service recovery strategies. Today the business environment is characterized by changing customer expectations, technological and product advances, legislative and political developments, and economic and competitive conditions which contribute to an increasing emphasis on service quality for all organization.
- الموضوع 2
- customer relationship management
- الموضوع 4