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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
112 Designing Service Excellence
for immediate feedback. This is not to overlook that the underlying need is to
ensure that each moment of truth provides customer satisfaction.
In public services, the delivery mechanisms are often monopolistic. This
makes it difcult for the consumer to compare and evaluate quality. This
is one feature of public service that is invariably more complex (and more
difcult to manage) than service delivery by private sector organizations
where dissatised customers can often migrate to competitors. One possible
means to address this issue in the public sector is to create competitive sys-
tems within the public sector. Sometimes a government or industry regula-
tor acts in ways resembling a competitor, for examp
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Publisher Resources

ISBN: 9781439840467