Guiding readers through each stage in the design and implementation of service operations, this book combines lively examples that are easy to relate to with clearly explained theory. Readers are introduced to the main differences between managing services to managing products and given a concise induction into the core principles of operations management. The text then maps out each consecutive stage in the life of a service, from the initial business proposal for a new service, through market research practices, to the development and implementation of a service and concludes with the termination and disposal of a service.

Service Quality Management

Service Quality Management

Service quality management

All instances where customers come into contact with our organization constitute ‘moments of truth’ – unique, never-to-be-repeated opportunities for us to distinguish ourselves memorably from competitors.

Jan Carlzon, then President of Scandinavian Airlines, 1980;
quoted in Peters and Austin, Passion for Excellence, 1985

Quality is not related to the price of products. A well-made suit may cost more but there is no reason why the cheapest pen or T-shirt should not be a quality product. People buy products that they think will give them good service and which represent value for money. Increasingly they are prepared to pay more for, what they perceive to be, good quality. On the other hand, if customers buy a product or use a service that they believe ...

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