Adobe PDF
(799.83 kB)
| Title Details: | |
|
Service quality evaluation and improvement |
|
| 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: |
The chapter presents the concept of business excellence and makes a brief reference to relevant frameworks. Further on, the chapter refers to service quality frameworks, describes the meaning and significance of service recovery and effective complaint management as well as the meaning and types of cost of quality.
|
| Linguistic Editors: |
Psatha, Eleni |
| Technical Editors: |
Liomas, Ioannis |
| Type: |
Chapter |
| Creation Date: | 2015 |
| Item Details: | |
| License: |
http://creativecommons.org/licenses/by-nc-nd/3.0/gr |
| Handle | http://hdl.handle.net/11419/4988 |
| Bibliographic Reference: | Chytiris, L., & Anninos, L. (2015). Service quality evaluation and improvement [Chapter]. In Chytiris, L., & Anninos, L. 2015. MANAGEMENT AND QUALITY OF SERVICES [Undergraduate textbook]. Kallipos, Open Academic Editions. https://hdl.handle.net/11419/4988 |
| Language: |
Greek |
| Consists of: |
1. Τεστ Κεφαλαίου 7 |
| Is Part of: |
MANAGEMENT AND QUALITY OF SERVICES |
| Number of pages |
28 |
| Publication Origin: |
Kallipos, Open Academic Editions |