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Measuring Service Performance - Practical Research for Better Quality (Cód: 9614057)

Ralf Dr Lisch

Ashgate Publishing, Ltd. (Livros Digitais)

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Measuring Service Performance - Practical Research for Better Quality

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Descrição

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 'apos;Practical Research for Better Quality'apos;.

Características

Peso 0.00 Kg
Produto sob encomenda Sim
Marca Ashgate Publishing, Ltd. (Livros Digitais)
Número de Páginas 214 (aproximado)
Idioma 337
Acabamento e-book
Territorialidade Internacional
Formato Livro Digital Epub
Gratuito Não
Proteção Drm Sim
Tamanho do Arquivo 8150
Início da Venda 28/03/2014
Código do Formato Epub
Cód. Barras 9781472411938
Ano da Publicação 114
AutorRalf Dr Lisch