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Five imperatives for improving service quality

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24510‎$a‎Five imperatives for improving service quality‎$c‎Leonard L. Berry ...[et al.]
520  ‎$a‎Define the service role -- Communicate and reinforce service standards -- Compete for talent - and use it -- Squelching talent through rule book management -- The search for fresh ideas -- Emphasize service teams -- Working at teamwork -- Go for reliability -- Building a"do-it-right-first" attitude -- Be great at problem resolution -- Three prescriptions -- Agenda for the 1990s -- Appendix: research program.
65011‎$0‎MAPA20080543334‎$a‎Calidad
65011‎$0‎MAPA20080593483‎$a‎Servicio al cliente
65011‎$0‎MAPA20080578039‎$a‎Sector servicios
65011‎$0‎MAPA20080584313‎$a‎Control de calidad
65011‎$0‎MAPA20080564933‎$a‎Calidad total
65011‎$0‎MAPA20080606091‎$a‎Estrategia empresarial
65011‎$0‎MAPA20080557591‎$a‎Competencia
7001 ‎$0‎MAPA20080185732‎$a‎Berry, Leonard L.
7400 ‎$a‎Sloan management review
7730 ‎$w‎MAP20077000185‎$t‎Sloan management review‎$d‎Boulder‎$g‎Summer 1990 ; p. 29-38