TY  - BOOK
AU  - Wirtz, Jochen
TI  - Service quality and productivity management
SN  - 9781944659424 (pbk.)
U1  - 658.4013	WIR 
PY  - 2018///
CY  - Hackensack
PB  - WS professionals
KW  - Customer services.
KW  - Service industries--Quality control.
KW  - Service industries--Management
N1  - Summary : The relationship between productivity and customer satisfaction is more complex. "Service Quality and Productivity Management" describes that the quality and productivity are twin paths in creating value for both customers and organizations. The relationships between service quality, productivity and profitability will also be examined in detail in this book. This book is the 12th book in the Winning in Service Markets series by services marketing expert Jochen Wirtz to cover the key aspects of services marketing and management bases on sound academic evidence and knowledge
ER  -