Author:
Hunt, Brian.
Imprint:Boca Raton : Taylor & Francis, 2015.
Description176 pages ; 24 cm
Note:Service: definitions and attributes -- Service and moments of truth -- Service management, service systems and service excellence -- People and service : customers -- People, technology and usability: an ergonomic perspective -- Leading organizations and employees towards service excellence -- Leading organizations as if people matter : humanist approaches -- Service in and by public sector organizations -- Public sector culture and values : delivering public service excellence -- Service and technology in retailing : history, concepts and concerns -- Service and technology in retailing : history, concepts and concerns -- The future of service excellence through people and technology.
Bibliography Note:Includes bibliographical references and index.
