TY  - GEN
AU  - Milakovich, Michael E.
TI  - Improving service quality in the global economy : : achieving high performance in public and private sectors 
SN  - 9780849338199
PY  - 2006///
CY  - Boca Raton, FL
PB  - Auerbach Publications
KW  - Industrial management
KW  - Service industries
KW  - Management
KW  - Quality control
N1  - Includes index; 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
N2  - 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.
ER  -