Description
Contents : Preface Introduction 1. Services at the Crossroads-What Next? 2. The Scope of Service Functions and Industries 3. The Unique Nature of Services 4. Fallacies about Quality of Services 5. What Price Human Error? 6. The Nature and Scope of Errors 7. The Characteristics of Quality and Their Measurement 8. The Eight Vectors of Quality 9. The Experts on Quality 10. The Management of Quality 11. The Cost of Quality 12. Service System Design 13. Starting a Quality Control Program 14. Error Prevention 15. Techniques in Services 16. Some Case Studies 17. The Past Is Prologue-and So Is the Present Selected References Index
