Designing Service Excellence

People and Technology

By: Brian Hunt, Toni Ivergard

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eText | 13 November 2014 | Edition Number 1

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The moment of truth-that instant when consumers experience and judge service quality-is often a deciding factor in business success. Designing Service Excellence: People and Technology provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and fina