Includes index. Milakovich, M. E. (2006). Improving service quality in the global economy: Achieving high performance in public and private sectors (2nd ed.). Boca Raton, FL: Auerbach Publications.

Introduction: the need for improved global service quality -- Applying total quality service concepts to public and nonprofit organizations -- From quality control to continuous improvement -- People power: total quality human resources, participation, training, and empowerment -- Monitoring process, costs, quality, and productivity -- Rewarding service quality improvement -- Managing performance in the public sector -- Preserving the future: improving quality in education -- Implementing continuous quality healthcare improvement -- Leadership for service quality improvement

Presents the theory, application models, and cases of successful customer service QI efforts in both the public and private sectors. This book emphasizes the selection and development of strategies for quality improvement in regulated public non-market-driven services such as education, government, and healthcare.