02082     2200313   4500001002100000005001500021035002000036008004100056020001800097041000800115082001200123084001800135100002600153245013700179250001200316260004700328300003900375500002300414504001400437520110300451650002701554650003701581990002501618990002501643990002501668990002501693990002501718990002501743INLIS00000000000267920221112105845  a0010-0520002679221112                |          | eng    a0-8493-3819-0  aeng  a658.562  a658.562 MIL i0 aMilakovich, Michael E1 aImproving Service Quality in the Global Economy :bAchieving High Performance in Public and Private Sectors /cMichael E. Milakovich  a2nd Ed.  aBoca Raton :bAuerbach Publications,c2006  axix , 406 p. :b: illus. ;c24 cm.  aIndeks : p.387-406  ap.345-360  aWithin American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. This book fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. It emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare. It promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. It also provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP. It includes cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. 4aIndustrial management. 4aService industries - Management.  a09889/MKRI-P/XI-2008  a09890/MKRI-P/XI-2008  a09889/MKRI-P/XI-2008  a09890/MKRI-P/XI-2008  a09890/MKRI-P/XI-2008  a09889/MKRI-P/XI-2008