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Measuring Service Performance

- Practical Research for Better Quality
Af: Ralf Lisch Engelsk Paperback

Measuring Service Performance

- Practical Research for Better Quality
Af: Ralf Lisch Engelsk Paperback
Tjek vores konkurrenters priser
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 ''Practical Research for Better Quality''.
Tjek vores konkurrenters priser
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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 ''Practical Research for Better Quality''.
Produktdetaljer
Sprog: Engelsk
Sider: 212
ISBN-13: 9781032836966
Indbinding: Paperback
Udgave:
ISBN-10: 1032836962
Udg. Dato: 24 jun 2024
Længde: 18mm
Bredde: 174mm
Højde: 246mm
Forlag: Taylor & Francis Ltd
Oplagsdato: 24 jun 2024
Forfatter(e): Ralf Lisch
Forfatter(e) Ralf Lisch


Kategori Personaleledelse og HR


ISBN-13 9781032836966


Sprog Engelsk


Indbinding Paperback


Sider 212


Udgave


Længde 18mm


Bredde 174mm


Højde 246mm


Udg. Dato 24 jun 2024


Oplagsdato 24 jun 2024


Forlag Taylor & Francis Ltd

Kategori sammenhænge