Special issue on service excellence
By: guest editors Barbara Lewis and Ton van der Wiele
Series: Managing service quality -- v. 12, no. 3; Managing service quality -- v. 12, no. 3.
Publisher: Emerald
Published: 2002
Place of publication: [Bradford, West Yorkshire]
Language: eng
Format: [electronic resource] /
ISBN-13: 9781845447113
Subjects: Quality control; Service industries; Customer services; Marketing; Distribution; BUSINESS & ECONOMICS; General
Description: It has been argued (Dale et al., 2001) thatquality management has not been very wellimplemented in many service organisations. Every one of us has his or her own experienceswith service failures and it seems that serviceorganisations have various problems anddifficulties in developing a sustainableapproach towards service excellence.
Notes: Title from e-book title screen (viewed Aug. 26, 2005).

Includes bibliographical references.
Table of contents: title: Abstracts & keywords; Guest editorial; Service excellence in electronic channels; Building people and organisational excellence; Keeping the ''dream'' in mind is indispensable for successful leadership; Human and social implications of excellence models; Service excellence from the employees' point of view; Employee perceptions of HRM and TQM, and the effects on satisfaction and intention to leave; The dimensions of complaint satisfaction; Empirical evidence for the relationship between customer satisfaction and business performance; Customer satisfaction.