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SErvice Quality dan Satisfaction
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2016
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Customer SatisfactionService BlueprintingService QualityService ResearchServices ManagementE-businessService OrientationManagementBusinessService ScienceService StudyService ExcellenceOperations ManagementService PerspectiveService DesignMarketingBusiness AdministrationMarketing Strategy
Buku ini mengulas secara rinci tiga elemen krusial yang saling terkait dalam penciptaan keunggulan bersaing dan berkesinambungan setiap organisasi; Service, Quality dan Satisfication. Isu isu yang dikupas meliputi paradigma IHIP (Intagibility, Heterogeneity, inseparability & perishability), perspektif jasa (service perspective) dan orientasi layanan (Service Orientation atau SERV*OR), service blueprinting, konseptualisasi dan pengukuran kualitas jasa dalam konteks online dan offline business…