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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
xi
Preface
This is a book about service excellence. The perspectives we take are people,
technology, and people and technology. We identify service (in a variety
of forms) as an area of business and management where rapid change is
taking place. We believe our chosen perspectives are among the key drivers
of change. Social, cultural, and technological developments are inuenc-
ing the ways in which customers contact, negotiate, and purchase services
from their chosen service providers. These same developments are also driv-
ing communications between customers relating to the services they buy
and are willing to recommend to others (or otherw
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Publisher Resources

ISBN: 9781439840467