Improving service quality in the global economy : achieving high performance in public and private sectors - MILAKOVICH (Boca Raton, Florida : Auerbach Publications, 2006)
Within American service sector organizations there exists a gap between understanding customer service quality improvement (QI) theories and applying them. Improving service quality in the global economy: Achieving high performance in public and private sectors, second edition fills that gap by presenting theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. The book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education,government, and healthcare.
Keywords: Industrial management; Quality control; Service industries -- Management