Designing service excellence : people and technology / Brian Hun, Toni Ivergard
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| | | | | | Designing service excellence : people and technology. - Boca Raton , 2015. | | xviii, 176 p. : ill. ; 25 cm. | | Service: definitions and attributes -- Service and moments of truth -- Service management, service systems and service excellence -- People and service : customers -- People, technology and usability: an ergonomic perspective -- Leading organizations and employees towards service excellence -- Leading organizations as if people matter : humanist approaches -- Service in and by public sector organizations -- Public sector culture and values : delivering public service excellence -- Service and technology in retailing : history, concepts and concerns -- Service and technology in retailing : history, concepts and concerns -- The future of service excellence through people and technology. | | ISBN 9781439840467 (alk. paper). | | | | 1. Customer services 2. Customer services - Technological innovations.I. Ivergard, Toni II. Title | | Control No. : 2696 | | | Library : UiTM Shah Alam |
| | Accn No. | Item Status | Add Id | Location | SMD | Item Category | | 989227 | Issued | | PTAR KAMPUS PUNCAK ALAM(PPA) | BOOK | RAK TERBUKA (OPEN SHELVES) |
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