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Measuring Service Performance: Practical Research for Better Quality
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Bibliographic Detail
Publisher Gower Pub Co
Publication date February 28, 2014
Pages 193
Binding Hardcover
Book category Adult Non-Fiction
ISBN-13 9781472411914
ISBN-10 1472411919
Dimensions 0.75 by 6.75 by 9.50 in.
Weight 1.35 lbs.
Published in Great Britain
Original list price $149.95
Summaries and Reviews
Amazon.com description: Product Description: In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment. Quality research and testing means better service, and success in the service industries demands quality. Nonetheless, complaints about insufficient, inconsistent or bad service abound. Quality decides on success and failure. Where so much is at stake, management decisions call for systematic research and consumers look for relevant results that provide guidance in complex markets. Research into quality and customer satisfaction gets to the core of a business. However, many so-called studies hardly meet essential criteria of empirical research and deliver artefacts rather than facts. This book puts an end to common misconceptions of quality studies. Measuring Service Performance is an appeal for an approach to quality research that meets quality criteria itself. It is a compelling argument against widespread but rather dubious dealings with measurement, data and statistics. Ralf Lisch calls for a reconsideration of the research process, focussing on content instead of method and adding meaning to results. Because service excellence deserves research excellence. Written in a practical, accessible style, the book offers practitioners as well as market researchers, MBA students and others involved in the service sector a critical analysis and discussion of the essentials of 'Practical Research for Better Quality'.

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Hardcover
Book cover for 9781472411914
 
The price comparison is for this edition
from Gower Pub Co (February 28, 2014)
9781472411914 | details & prices | 193 pages | 6.75 × 9.50 × 0.75 in. | 1.35 lbs | List price $149.95
About: In service societies, the tertiary sector has long become the primary sector in terms of GDP and employment.

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