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Designing Service Excellence: People and Technology

Brian Hunt, Toni Ivergard




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Designing Service Excellence: People  Brian Hunt, Toni Ivergard epub
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 | #3452103 in eBooks |  2014-11-13 |  2014-11-13 | File type: PDF

||About the Author||Dr. Toni K. B. Ivergard has a post doctorate in Science of Work from the Royal Institute of Technology, Sweden, a PhD in Human Sciences and a Master in Ergonomics and Cybernetics from Loughborough University, UK. He was a regio

The moment of truth—that instant when consumers experience and judge service quality—is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and the public sector. The authors investigate the consumers’ experie...

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