Designing Service Excellence —— People and Technology

----- 设计卓越的服务：人与技术

ISBN: 9781439840467 出版年：2014 页码：190 Hunt, Brian Ivergard, Toni CRC Press

The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina