This book is very useful for it is not just ‘descriptive’ in its nature, but ‘prescriptive’, too. It is descriptive in the sense that it describes the p

This book is very useful for it is not just 'descriptive' in its nature, but 'prescriptive', too. It is descriptive in the sense that it describes the process o

The importance of service and service quality has been growing in the world economy since the late 1970s. Establishing new levels of sophistication and rigor, a

Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exac

The last three decades have seen a dramatic increase in the attention businesses devote to their quality of service. Scholars and researchers in a number of dis