|Subcategory:||Management & Leadership|
|Publisher:||Cassell (December 1997)|
|Other formats:||azw lrf doc txt|
Empowering Service Excellence book. Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success
Empowering Service Excellence book. Since the service sector now occupies 70% of UK business, it represents an important part of the country's economic success. This book contains examples from Europe, UK and USA where service quality has been improved through the empowerment of employees. It provides a systematic overview of employee empowerment as a strategy for resolving service quality problems.
Find nearly any book by Conrad Lashley. Get the best deal by comparing prices from over 100,000 booksellers. Empowering Service Excellence: Beyond the Quick Fix (Cassell Services Management): ISBN 9780304331697 (978-0-304-33169-7) Softcover, Cassell, 1997. Empowerment: HR Strategies for Service Excellence (Hospitality, Leisure and Tourism).
Empowering Service Excellence : Beyond the Quick Fix. by Conrad Lashley.
Items related to Empowering Service Excellence: Beyond the Quick Fi. .Lashley, Conrad Empowering Service Excellence: Beyond the Quick Fix (Cassell Services Management). ISBN 13: 9780304331666. Empowering Service Excellence: Beyond the Quick Fix (Cassell Services Management).
Authors and affiliations. Empowering service excellence: Beyond the quick fix. London: Cassell. This chapter argues that training is an investment in the service being delivered, not a cost to be jettisoned during trying trading times. Unfortunately, a lack of business measures in many service organisations results in management practice that cannot always assess the consequence of its actions. Formal training involves training the tangible and intangibles skills that build service quality, customer satisfaction and competitive advantage.
for Service Excellence – el. knyga, kurią parašė Conrad Lashley
Empowerment: HR Strategies for Service Excellence – el. knyga, kurią parašė Conrad Lashley. It provides a critical perspective of this established vital management technique, identifying factors that will lead to a win: win situation for all concerned. It offers conceptual discourse, empirical evidence, application of existing and emerging theories, and considers the implications of practical findings to extend beyond the academic realm of service quality, and examine the quality issues of both services provided and experiences encountered across a wide spectrum of tourism sectors.
Conrad Lashley Professor in Hospitality Studies, Stenden University of Applied Science, Leeuwarden, the Netherlands. Frontline service performance, empowerment, impacts of training on business performance, the study of hospitality and hospitableness, hospitality management education.
Empowering Service Excellence-Beyond the Quick Fix. Article. This paper presents a model of the impact of customer satisfaction due to service quality and Yield Management practices on hotel performance. Training: Quantifying the financial benefits. A survey of a significant sample of hotel guests shows that customer satisfaction is relative not only to the traditional measures of quality but also to practices of Yield Management and that the satisfaction variables are positively related to the. performance of the firm.
Lashley, C. (1997), Empowering Service Excellence: Beyond the Quick Fix, Cassell, London. Parsons, G. (1995), Empowering employees – back to the future at Novotel, Managing Service Quality, Vol. 5 No. 4, pp. 16-21. 1995), Customer care in services, in Glynn, . Eds), Understanding Services Management, Wiley, Chichester, pp. 57-88. Peccei, R. and Rosenthal, P. (2001), Delivering customer-oriented behavior through empowerment: an empirical test of HRM assumptions, Journal of Management Studies, Vol. 35 No. 6, pp. 831-57.
PR Representative Last Name Conrad Lashley. Particularly people management issues. PR Representative E-mail . ashley@lmu. PR Representative Phone 0113 283 3362. Summarize your expertise in greater detail Hospitality retailing, consumer service in pubs, restaurants, clubs & fast-food operations. Books & Articles Published Empowering Service Excellence: Beyond the Quick Fix, Improving Study Skills: a competence approach. Educational Background x. Office Address 1 LS1 3HE.