000			01907nam a2200397 i 4500
001			000657296
005			20240105152229.0
008			140915s2015 flu b 001 0 eng
010			_a2014023195
020			_a9781439840467
035			_a403658
040			_aDLC _bspa _erda _cDLC _dUIASF
050		4	_aHF 5415.5 _bH86.2015
100	1		_aHunt, Brian _eautor
245	1	0	_aDesigning service excellence : _bpeople and technology / _cBrian Hunt, Toni Ivergard.
264		1	_aBoca Raton : _bCRC Press, Taylor & Francis Group : _c2015,
264		4	_c©2015.
300			_axviii, 176 páginas ; _c24 cm.
336			_atexto _btxt _2rdacontent
337			_asin medio _bn _2rdamedia
338			_avolumen _bnc _2rdacarrier
490	1		_aBusiness management
504			_aIncluye referencias bibliográficas e índice.
505	0		_aService: 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.
650		0	_aCustomer services.
650		4	_aServicios al cliente
650		0	_aCustomer services _xTechnological innovations.
650		4	_aServicios al cliente _xInnovaciones tecnológicas
700	1		_aIvergård, Toni _eautor
830		0	_aBusiness management.
905			_a01
942		1	_cNEWBFXC1
999			_c613347 _d613347
980			_851 _gRonald RUIZ