Measuring Service Performance

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. Measuring Service Performance is an appeal for an appro

Autorentext

Dr Ralf Lisch is an independent consultant and writer based in Singapore. He studied sociology and social research at universities in Germany and the United States. The author knows the service industry from multiple perspectives - as academic researcher, director of a leading consumer organization and managing director of service companies. Several of his research projects and comparative tests of service quality were much acclaimed and gained high public attention. As a critical sociologist, his major focus is always on people - because in the service sector, people determine the business and decide on success and failure. Ralf Lisch has published numerous books and articles on management and empirical research topics. His most recent publication was an analysis of Niccolò Machiavelli's EUR The Prince EUR from a management perspective under the title: EUR Ancient Wisdom for Modern Management - Machiavelli at 500 EUR , which is also published by Gower Publishing.

Inhalt

Chapter 1 Introduction; Chapter 2 Services and Challenges; Chapter 3 Framework and Design; Chapter 4 Methodology; Chapter 5 Samples and Generalization; Chapter 6 Collecting Data; Chapter 7 Analyzing Data; Chapter 8 Presenting Results; Chapter 9 In a Nutshell;