Designing Service Excellence : People and Technology
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The moment of truth—that instant when consumers experience and judge service quality—often decides business success. This research-driven book provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and public sector service delivery. The book investigates the consumers experience and judgment on service quality, which ultimately determines the success or failure of the service. It considers people, usability, technology in the automation of high quality service.