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| Title Details: | |
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MANAGEMENT AND QUALITY OF SERVICES |
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| Authors: |
Chytiris, Leonidas Anninos, Loukas |
| Reviewer: |
Pantouvakis, Angelos |
| Subject: | LAW AND SOCIAL SCIENCES > ECONOMIC SCIENCES > BUSINESS ADMINISTRATION AND BUSINESS ECONOMICS; MARKETING; ACCOUNTING > BUSINESS ADMINISTRATION |
| Keywords: |
Quality
Services Management Service Quality Human Resources Service Quality Measurement |
| Description: | |
| Abstract: |
During the last decades, a substantial growth of services is recorded at a global level. This fact necessitates a modern business mentality for the design and the provision of services. The book presents the management functions and further on it focuses on the service concept and the significance of service quality. In addition, crucial factors for the design and provision of services are described and discussed while the role and the need for cooperation among customer and service provider are highlighted for customer satisfaction and loyalty. Modern systems and techniques for measuring and improving service quality as well as the process for the development of new services are also presented and discussed. The book aims to make readers become aware of the peculiar characteristics of service companies, able to apply modern management practices, know how they can design and provide quality services, understand how to measure and improve service quality by using scientifically documented methodologies and design new innovative services.
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| Linguistic Editors: |
Psatha, Eleni |
| Technical Editors: |
Liomas, Ioannis |
| Type: |
Undergraduate textbook |
| Creation Date: | 2015 |
| Item Details: | |
| ISBN |
978-960-603-145-8 |
| License: |
http://creativecommons.org/licenses/by-nc-nd/3.0/gr |
| Handle | http://hdl.handle.net/11419/4981 |
| Bibliographic Reference: | Chytiris, L., & Anninos, L. (2015). MANAGEMENT AND QUALITY OF SERVICES [Undergraduate textbook]. Kallipos, Open Academic Editions. https://hdl.handle.net/11419/4981 |
| Language: |
Greek |
| Consists of: |
1. Characteristics and quality of services- From satisfaction to customer loyalty 2. Στρατηγική υπηρεσιών 3. Service process design and improvement 4. Διοίκηση ανθρώπινων πόρων και υπηρεσίες 5. The role of culture for the provision of quality services 6. Servicescape, resource utilization and technology in service companies 7. Service quality evaluation and improvement 8. Innovation and new service development 9. Introduction to Management |
| Number of pages |
243 |
| Publication Origin: |
Kallipos, Open Academic Editions |