Presents real‐life and day‐to‐day examples of service delivery problems which will be familiar to all readers. Then provides practical re‐engineering solutions to remedy the problems. The vignettes illustrating the problems are all real‐life cases based on the experiences of the authors, and the solutions they propose are also based on their encounters with service providers as educators and consultants, and talks to business audiences by both parties.
Yavas, U. and Shemwell, D. (1997), "Meeting the service quality challenge: structural problems and solutions", Managing Service Quality: An International Journal, Vol. 7 No. 4, pp. 198-203. https://doi.org/10.1108/09604529710173024Download as .RIS
MCB UP Ltd
Copyright © 1997, MCB UP Limited