Encyclopedia of Quality and the Service Economy
Encyclopedia of Quality and the Service Economy
Editor: Dahlgaard-Park, Su Mi
Publication Year: 2015
Publisher: SAGE Publications
Single-User Purchase Price:
$494.00
Unlimited-User Purchase Price:
$741.00
ISBN: 978-1-45-225672-6
Category: Business, Finance & Economics - Economics
Image Count:
118
Book Status: Available
Table of Contents
The Encyclopedia of Quality and the Service Economy explores such relevant questions as: What are the characteristics, nature, and definitions of quality and services? How do we define quality of products, quality of services, or quality of life? How are services distinguished from goods? How do we measure various aspects of quality and services? How can products and service quality be managed most effectively and efficiently? What is the role of customers in creation of values? These questions and more are explored within the pages of this two-volume, A-to-Z reference work.
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This book is found in the following Credo Collections:
Table of Contents
- Reader's Guide
- About the Editor
- Contributors
- Introduction
- Volume 1
- A
- Accreditation of Conformity Assessment Activities
- Action Research
- Actor-Network Theory
- Advertising
- Affinity Diagram
- Attractive Quality and Service Creation
- B
- Balanced Scorecard
- Benchmarking
- Blog
- Brand Equity
- Brand Management
- Brand Value
- Branding Destination
- Business Ethics
- Business-to-Business Relationships
- Business-to-Customer Relationships
- C
- Capacity Management
- Cause and Effect Analysis
- Community of Learning
- Competence Development and Management
- Complaint Management
- Conflict Management
- Conjoint Analysis
- Consumer Needs
- Consumerism, Green
- Consumption Emotions
- Control Chart
- Cooperativism
- Corporate Governance
- Corporate Social Responsibility
- Cost Leadership Strategy
- Crisis Communication
- Critical Incident Technique
- Critical Management Studies
- Cross-Functional Management
- Cultural Tourism
- Customer Expectations
- Customer Focus
- Customer Perception and Experience
- Customer Relationship Lifecycle
- Customer Relationship Management
- Customer Satisfaction Management in the Public Sector
- Customer Satisfaction, Retention, and Loyalty
- D
- Define, Measure, Analyze, Improve, and Control (DMAIC) Process
- Delphi Method
- Deming Prize
- Deming's 14 Points
- Destination Marketing
- Dialogue Methods, Dialogic Gathering, and Dialogic Learning
- Diversity Management
- Dubai Model for Government Services
- E
- E-Business Models
- Educational Leadership
- EFQM Excellence Model
- Electronic Word of Mouth
- Emotional Dissonance
- Emotional Engineering and Design
- Emotional Intelligence
- Emotional Labor
- Emotional Resonance
- Employee Involvement
- Empowerment
- Entrepreneurship
- E-Service Quality
- Excellence Characteristics
- Experience Economy
- Experiencescape
- Experiential Learning Models
- Experiments, Design of
- Extreme Tourism
- F
- Fashion Industry
- Film Tourism and Literature Tourism
- Fishbone Diagram
- Flowcharts
- Focus Group
- Food Service Quality and Safety Management
- G
- Gap Model
- Global Mobility
- Globalization
- Glocalization
- Green Growth
- Group and Organizational Processes
- H
- Health Care Service and Quality
- Hoshin Planning
- Hospitality Service and Quality
- Human Resource Management and Quality Management
- Human Resources in the Hospitality Industry
- I
- Information Technologies and Management
- Innovation, Systems of
- Innovation in Networks
- Innovation Management
- Intangibility, Heterogeneity, Inseparability, and Perishability (IHIP)
- Intellectual Capital
- Intercultural Management
- ISO 9000 Series
- J
- Job Design and Job Characteristics Theory
- Just-in-Time
- K
- Kaizen
- Kansei Engineering
- KJ Method
- Knowledge Economy
- Knowledge Management
- L
- Leadership
- Leadership for Quality
- Lean Philosophy and Methods
- Lean Six Sigma Concepts and Methods
- Lifestyle Entrepreneurship and Commercial Home
- M
- Malcolm Baldrige National Quality Award
- Management and Leadership
- Management System Standards
- Managerial Competencies and Skills
- Marketing, Interactive
- Marketing Communication
- Marketing Strategy
- Mass Customization
- McDonaldization
- M-Commerce
- Mindfulness
- Moment of Truth
- Motivation, Intrinsic and Extrinsic
- Mystery Shopping
- N
- Narrative for Service Research and Management
- Networks, Business
- New Public Management
- Nongovernmental Organization (NGO)
- O
- Online Community
- Online Consumer Behavior
- Organizational Communication
- Organizational Culture
- Organizational Hologram
- Organizational Image and Identity
- Organizational Psychology
- Organizational Reputation
- Outsourcing
- Volume 2
- P
- Pareto Analysis
- Personal Branding
- Personal Leadership
- Place Marketing
- Plan, Do, Check, Act (PDCA) Cycle
- Poka-Yoke
- Policy Deployment
- Process Management
- Product Development
- Professional Service Organization
- Prosumer and Prosumption
- Public Administration and Management
- Public Organization
- Public Relations
- Public Service
- Q
- Quality, Definitions
- Quality and Service Awards, China
- Quality and Service Awards, Korea
- Quality and Service Awards, Poland
- Quality and Service Awards, Russia
- Quality and Service Awards, Sweden
- Quality and Service Awards, Taiwan
- Quality and Service Awards, United Kingdom
- Quality and Service Excellence Awards in the Public Sector
- Quality Assurance
- Quality Circles and Autonomous Teams
- Quality Cost
- Quality Culture
- Quality Function Deployment (QFD)
- Quality Improvement and Innovation
- Quality in Higher Education
- Quality in Primary and Secondary Education
- Quality Indicators
- Quality Management System
- Quality Management System, Auditing
- Quality Movement, Evolution of
- Quality of Life
- Quality of Working Life
- Quality Tools
- Quality Trilogy
- R
- Relationship Management
- Repeat Purchase
- Retail Organizations and Management
- Revenue Management
- Risk Management
- Robust Design
- S
- Scatter Diagram
- Self-Assessment
- Self-Service Technology
- Service Blueprint
- Service Delivery System and Service Providers
- Service Design and Development
- Service Economy
- Service Encounters
- Service Experience
- Service Guarantees
- Service Improvement and Innovation
- Service Leadership
- Service Management
- Service Package
- Service Process
- Service Productivity
- Service Quality, Definition
- Service Recovery
- Service Science
- Service Systems
- Services, Characteristics and Definitions
- Services Marketing Triangle
- Servicification
- Serviscape
- Servitization
- SERVQUAL (Service Quality)
- Shopping Behavior
- Six Sigma, Framework and Methodology
- Statistical Process Control
- Strategic Alliances
- Strategic Change Management
- Strategic Communication
- Strategic Human Resource Development
- Strategic Quality Management
- Supply Chain Quality Management
- Sustainable Development
- System of Profound Knowledge
- T
- Teamwork: High-Impact Teams
- Technology Acceptance Model (TAM)
- TKJ Technique
- Total Quality Management (TQM)
- Toyota Production System
- Training, Education, and Development of Staff
- Transformational Leadership
- TRIZ for Quality and Service Development
- V
- Value Chain
- Value Co-Creation
- Value Creation
- Value-Based Management and Value-Based Leadership
- Value-in-Use
- Values-Driven Organizations
- Voice of the Customer (VoC)
- W
- Wikipedia
- Word of Mouth
- Workers’ Participation
- Z
- Zero Defects
- Bibliography
