Search Results for: The Service Productivity And Quality Challenge

3 While all of these explanations seem to have merit, there is one dominant reason why the percentage of GDP and employment dedicated to services has continued

Preface -- Introduction -- Integrating service quality and productivity strategies -- What is a service quality? -- Identifying and correcting service quality p

In this pathbreaking book, world-renowned Harvard Business School service firm experts James L. Heskett, W. Earl Sasser, Jr. and Leonard A. Schlesinger reveal t

This second edition details all productivity and quality methodologies, principles and techniques, and demonstrates how they interact in the three phases of the

The concept of quality in higher education is by no means a new one. By one set of definitions or another, colleges and universities throughout the world have a