Collier, David A.,  1947- <br/><br/>
The service/quality solution :  using service management to gain competitive advantage / 
David A. Collier. 
 - New York :  Irwin,  1994. 
 - xiv, 310 p. ;  24 cm. +  hbk. 
<br/><br/>Includes bibliographical references (pages 288-303) and index. 
<br/><br/>Part I: Introduction -- Service/quality challenges -- Basic service management -- The Malcolm Baldridge National Quality Award and the service/quality perspective -- Part II: Consumer benefit package management -- Consumer benefit package design -- The service strategy whirlpool -- Recent service strategy ideas -- Part III: Service delivery system design -- Facility, process and job design -- Organization and performance design -- Service innovations -- Part IV: Service/quality management -- Service/quality definition, design and approach -- Service/quality measurement, control and analysis -- Service/quality standards and performance -- A service management approach to implementation -- Part V: Interlinking -- Introduction to interlinking -- Interlinking: Service/quality process maps -- Part VI: The service encounter -- Service encounter management. 
<br/><br/><label>ISBN: </label>1556237537 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--United States<br/>Management<br/>Service industries--Quality control
<br/><br/><label>Dewey Class. No.: </label>658.812