Design and Management Service Processes Keeping Customers for Life

Name: Design and Management Service Processes Keeping Customers for Life
Price: 5.7 USD
Availability: InStock
ISBN: 9780201633832

ISBN-10: 0201633833

ISBN-13: 9780201633832

Edition: 1996

Authors: Rohit Ramaswamy

List price: $52.00

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Book details

List price: $52.00
Copyright year: 1996
Publisher: Prentice Hall PTR
Publication date: 5/15/1996
Binding: Hardcover
Pages: 456
Size: 8.00" wide x 9.75" long x 1.50" tall
Weight: 2.288
Language: English



Foreword


Preface


Acknowledgments



Designing Services - an Introduction



The Service Design and Management Model - A Methodological Overview



Developing Design Specifications - Part 1: Defining Design Attributes



Developing Design Specifications - Part 2: Setting Design Performance Standards



Generating and Evaluating Design Concepts



Performing Detailed Process Design - Part 1: Generating Design Alternatives



Performing Detailed Process Design - Part 2: Evaluating and Testing Alternatives



Implementing the Design



Measuring Performance



Assessing Customer Satisfaction



Improving Service Performance



Conclusion


Glossary


Bibliography


Index