TY  - BOOK
AU  - Hunt,Brian
AU  - Ivergård,Toni
TI  - Designing service excellence: people and technology 
T2  - Business management
SN  - 9781439840467
AV  - HF 5415.5 H86.2015
PY  - 2015///,
CY  - Boca Raton
PB  - CRC Press, Taylor & Francis Group
KW  - Customer services
KW  - Servicios al cliente
KW  - Technological innovations
KW  - Innovaciones tecnológicas
N1  - Incluye referencias bibliográficas e índice; Service: definitions and attributes -- Service and moments of truth -- Service management, service systems and service excellence -- People and service : customers -- People, technology and usability: an ergonomic perspective -- Leading organizations and employees towards service excellence -- Leading organizations as if people matter : humanist approaches -- Service in and by public sector organizations -- Public sector culture and values : delivering public service excellence -- Service and technology in retailing : history, concepts and concerns -- Service and technology in retailing : history, concepts and concerns -- The future of service excellence through people and technology
ER  -