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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
40 Designing Service Excellence
analyzed by a team of professional researchers.
9
These video recordings
of passengers progressing on their journey were supplemented by obser-
vations in airport terminals. One executive was reluctant to move out of
his ofce into the terminal to observe passenger ow and was informed
that his desk would be moved from his ofce into the terminal. From that
viewpoint, he could make his executive decisions about passenger service.
Alternatively, he could remain in his ofce and delegate his assistant to
observe passenger ow in the terminal, in which case the assistant would
be empowered to make the executivedecisions. ...
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Publisher Resources

ISBN: 9781439840467