The SAGE Encyclopedia of Quality and the Service Economy

Author Su Mi Dahlgaard-Park

Publisher SAGE

Format

eBook

2nd Edition 1st Edition

Quantity

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Author

Su Mi Dahlgaard-Park

Publisher

SAGE

Volume

Copyright

2015

ISBN13

9781483346359

Release

Format

eBook

Grade Level

College Freshman - College Senior

DDC
TBD

Overview

This book explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values?
Front Cover.
Half Title Page.
Editorial Board.
Title Page.
Copyright Page.
Contents.
Sage 50 Years.
List of Entries.
Reader’s Guide.
About the Editor.
Contributors.
Introduction.
1: Accreditation of Conformity Assessment Activities.
2: Action Research.
3: Actor-Network Theory.
4: Advertising.
5: Affinity Diagram.
6: Attractive Quality and Service Creation.
7: Balanced Scorecard.
8: Benchmarking.
9: Blog.
10: Brand Equity.
11: Brand Management.
12: Brand Value.
13: Branding Destination.
14: Business Ethics.
15: Business-to-Business Relationships.
16: Business-to-Customer Relationships.
17: Capacity Management.
18: Cause and Effect Analysis.
19: Community of Learning.
20: Competence Development and Management.
21: Complaint Management.
22: Conflict Management.
23: Conjoint Analysis.
24: Consumer Needs.
25: Consumerism, Green.
26: Consumption Emotions.
27: Control Chart.
28: Cooperativism.
29: Corporate Governance.
30: Corporate Social Responsibility.
31: Cost Leadership Strategy.
32: Crisis Communication.
33: Critical Incident Technique.
34: Critical Management Studies.
35: Cross-Functional Management.
36: Cultural Tourism.
37: Customer Expectations.
38: Customer Focus.
39: Customer Perception and Experience.
40: Customer Relationship Lifecycle.
41: Customer Relationship Management.
42: Customer Satisfaction Management in the Public Sector.
43: Customer Satisfaction, Retention, and Loyalty.
44: Define, Measure, Analyze, Improve, and Control (DMAIC) Process.
45: Delphi Method.
46: Deming Prize.
47: Deming’s 14 Points.
48: Destination Marketing.
49: Dialogue Methods, Dialogic Gathering, and Dialogic Learning.
50: Diversity Management.
51: Dubai Model for Government Services.
52: E-Business Models.
53: Educational Leadership.
54: EFQM Excellence Model.
55: Electronic Word of Mouth.
56: Emotional Dissonance.
57: Emotional Intelligence.
58: Emotional Labor.
59: Emotional Resonance.
60: Emp
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The SAGE Encyclopedia of Quality and the Service Economy

Product Details

Overview

Table of Contents