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Original Essays | August 20, 2014

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    Dear Committee Members

    Julie Schumacher 9780385538138

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Total Quality Service

Total Quality Service Cover

 

Synopses & Reviews

Publisher Comments:

Total Quality Service: Principles, Practices, and Implementation rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands - most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times.

Book News Annotation:

Explains the main tenets of total quality customer service and argues that companies must adopt it in order to survive. For general managers, discusses communication, implementation strategy, teams and empowerment, conflict resolution, benchmarking, ISO 9000, and other aspects. The CiP data shows the title as Principles of Service Quality.
Annotation c. Book News, Inc., Portland, OR (booknews.com)

Description:

Includes bibliographical references (p. 298-306) and index.

Product Details

ISBN:
9781884015830
Author:
Stamatis, Dean H.
Author:
Stamatis, D. H.
Author:
Cram101 Textbook Reviews
Publisher:
CRC Press
Location:
Delray Beach, FL :
Subject:
Marketing - General
Subject:
Management
Subject:
Quality Control
Subject:
Total Quality Management
Subject:
Customer Service
Subject:
Service industries
Subject:
Customer services
Subject:
Customer services -- Quality control.
Subject:
Customer relations
Subject:
Business-Customer Service
Subject:
Education-General
Series Volume:
1728
Publication Date:
20040731
Binding:
HARDCOVER
Language:
English
Illustrations:
Yes
Pages:
318
Dimensions:
9.46x6.00x.98 in. 1.39 lbs.

Related Subjects

Business » Customer Service
Business » Management
Business » Marketing
Business » Quality and Total Quality Management TQM

Total Quality Service
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Product details 318 pages CRC Press - English 9781884015830 Reviews:
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