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that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina
Achieving Service Excellence
Service Design
Six Principles of Service Excellence
Advances in the Human Side of Service Engineering
Service Excellence in Organizations, Volume II
Service Excellence in Organizations, Volume I
Crafting Service Processes
Service Design for Business
Service Excellence
Customer Care Excellence
Designing for the Digital Age
Designing Service Processes to Unlock Value, Second Edition
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