In this text, Dr. Rosander exposes numerous fallacies connected with the quality of services, and cuts through to the bottom line strategies and techniques that can effectively assist any service organization in the quest for service quality.
The unique aspects of service quality are discussed, and the author reviews the teachings of other well-known quality control authorities and fully discusses the application of these principles to the service industries.
Preface
Introduction
Chapter 1 : Services at the Crossroads-What Next?
Chapter 2 : The Scope of Service Functions and Industries
Chapter 3 : The Unique Nature of Services
Chapter 4 : Fallacies about Quality of Services
Chapter 5 : What Price Human Error?
Chapter 6 : The Nature and Scope of Errors
Chapter 7 : The Characteristics of Quality and Their Measurement
Chapter 8 : The Eight Vectors of Quality
Chapter 9 : The Experts on Quality
Chapter 10 : The Management of Quality
Chapter 11 : The Cost of Quality
Chapter 12 : Service System Design
Chapter 13 : Starting a Quality Control Program
Chapter 14 : Error Prevention
Chapter 15 : Techniques in Services
Chapter 16 : Some Case Studies
Chapter 17 : The Past Is Prologue-and So Is the Present
Selected References
Index
