Inhaltsangabe:Abstract: Although many firms may aspire to offer zero defects service, the possibility of service failures cannot be wholly eliminated simply bec

For years, technology has been the impetus for progress in various processes, systems, and businesses; it shows no sign of ceasing further development. The appl

Excellent service is the foundation for services marketing, contend Leonard Berry and A. Parasuraman in this companion volume to Delivering Quality Service. Bui

Integrates the latest theory, methodology and applications related to the design and analysis of repeated measurement. The text covers a broad range of topics,