Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems. The book shows the key issues involved in improving quality in the service sector, covering topics such as customer stisfaction, standardization of service and "scripted" intercations, definitions of quality, satisfaction and value, motives for employee ompowerment and implications for management.
- ISBN10 0304331694
- ISBN13 9780304331697
- Publish Date 23 October 1997
- Publish Status Out of Print
- Out of Print 24 July 2003
- Publish Country GB
- Imprint Cengage Learning EMEA
- Format Paperback
- Pages 216
- Language English