00000nam 2200000 4500 INLIS000000000002679 20221112105845 0010-0520002679 221112################|##########|#eng## 0-8493-3819-0 eng 658.562 658.562 MIL i Milakovich, Michael E Improving Service Quality in the Global Economy : Achieving High Performance in Public and Private Sectors / Michael E. Milakovich 2nd Ed. Boca Raton : Auerbach Publications, 2006 xix , 406 p. : : illus. ; 24 cm. Indeks : p.387-406 p.345-360 Within 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. Industrial management. Service industries - Management. 09889/MKRI-P/XI-2008 09890/MKRI-P/XI-2008 09889/MKRI-P/XI-2008 09890/MKRI-P/XI-2008 09890/MKRI-P/XI-2008 09889/MKRI-P/XI-2008