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Empowering service excellence : beyond the quick fix / Conrad Lashley.
Material type:
TextSeries: Cassell services management | Cassell services managementPublication details: London : Cassell, c1997.Description: viii, 208p. : illISBN: - 9780304331666 (hbk.) :
- 9780304331697 (pbk.) :
- 0304331694 (pbk.)
- Hospitality industry -- Management
- Employee empowerment
- Service industries -- Management
- Service industries -- Quality control
- Customer services -- Management
- Employee-ownership & co-operatives
- Quality Assurance (QA) & Total Quality Management (TQM)
- Personnel & human resources management
- Hospitality & service industries
- Industrial relations, health & safety
- 658 LAS
| Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
|---|---|---|---|---|---|---|---|
| Long Loan | TUS: Midlands, Main Library Athlone General Lending | 658 LAS (Browse shelf(Opens below)) | 1 | Available | 116462 |
Includes bibliographical references (p. 199-206) and index.
The service sector now occupies 70% of UK business. This book examines examples from Europe, the UK and the USA, where service quality has been improved through the empowerment of employees.