The moment of truth—that instant when consumers experience and judge service quality—often decides business success. This research-driven book provides practical information on the design, management, and organization of many different types of service industries, such as hotels, restaurants, banks and financial institutions, retail, and public sector service delivery. The book investigates the consumers experience and judgment on service quality, which ultimately determines the success or failure of the service. It considers people, usability, technology in the automation of high quality service.
Preface
Chapter 1 : Introduction
Chapter 2 : People, Service and Ergonomics
Chapter 3 : The Moment of Truth: Service Systems and Service Delivery
Chapter 4 : The Ergonomics of Workroom Planning
Chapter 5 : Working Positions: Design and Layout of Equipment
Chapter 6 : Ergonomics and the Physical Environment
Chapter 7 : People and Usability
Chapter 8 : Service Automation and Usability
Chapter 9 : Service in Public Management
Chapter 10 : Service in Transportation
Chapter 11 : Service in Other Types of Applications
Chapter 12 : Usability and the Learning Organization
Chapter 13 : The Future
Bibliography
Index
