Improving Service Quality in the Global Economy: Achieving High Performance in Public and Private Sectors, Second Edition (Hardback)Michael E. Milakovich (author)
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This revised edition promotes managerial thinking that integrates QI and Knowledge Management (KM) concepts with leadership principles that enable effective responses to the changing demands of the global economy. The text provides step-by-step guidelines, recommendations, and action plans for implementing quality improvements in service sector industries, which now generate two-thirds of America's GDP.
Throughout this volume, cases of successful QI efforts in service industries complement major points in each chapter, offering profiles of global service quality leaders that serve as examples to organizations in the public sector. Current and future managers will gain insight into how the global service quality revolution effects their daily work environments, inspiring improvement in products, services, and support that American companies provide to markets worldwide.
Publisher: Taylor & Francis Ltd
Number of pages: 432
Weight: 748 g
Dimensions: 235 x 156 x 29 mm
Edition: 2nd New edition
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